Customer Service Manager

SF Recruitment are working with a business based in Tamworth who are looking for an interim Customer Services Manager
£ per hour

Customer Services Manager duties:
- Client Relationship Management:
- Serve as the primary point of contact for assigned clients, fostering strong relationships based on trust and excellent service.
- Understand client's needs, objectives and challenges to proactively provide tailored solutions.
- Identify opportunities to upsell or cross-sell services and solutions to existing clients, contributing to revenue growth.
- Develop strategies to improve client retention rates as well as conversion of sales quotes to orders.

- Team Leadership and Continuous Development:
- Empower, lead, and manage a team of sales and customer service representatives, providing guidance, training, and mentorship.
- Set performance goals, expectations, responsibilities, conduct performance evaluations, and foster a collaborative positive team culture.
- Co-ordinate team efforts to deliver consistent and high-quality service to all clients.
- Motivate the team and foster a competitive result driven environment that contributes to overall business growth.

- Sales Strategy and planning:
- Develop and execute strategic account plans for key clients, maximising sales, and growth opportunities.
- Monitor account performance, track key metrics, and identify areas for improvement.
- Develop and execute sales strategies to achieve revenue targets and company objectives.
- Set sales goals and targets for the team and create action plans to ensure their achievement.

- Sales Process Optimisation and visibility:
- Responsible for streamlining and optimising the sales process to enhance efficiency, effectiveness, and customer experience, Including input from KAM.
- Collaborate with KAM and Production Manager to align sales strategies with promotional efforts and product launches/focuses.
- Identify bottlenecks and challenges in the sales cycle and implement solutions to overcome this.
- Ensure visibility of orders and updates to the wider team.

- Issue Resolution and Escalation:
- Address and resolve client inquiries, issues, and concerns promptly and effectively.
- Liaise with appropriate internal teams regarding complex issues to ensure timely resolution and clear communication to clients.

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