Internal Sales / Customer Service Manager

Overall Function

To ensure the Customer Service and Internal Sales Team meet their KPIs proving that the team is providing a service level above and beyond what our clients would expect.

Overall Responsibilities:

• Ensure that Quotes and orders are processed in the correct way.
• Motivate the team, to provide an A1 service to each customer, going the extra mile.
• Manage communication with the warehouse team, to increase our OTIF score.
• Coach team members based upon their error rare and phone call ratings.
• Ensure customers outstanding orders are actioned promptly.
• Organise product training for the CS Team, utilising our technical resource.
• Ensure the Internal Sales Team proactively follow up new enquiries coming in.
• Ensure the Internal Sales Team are proactively booking up appointments for Sales Reps
• Ensure the Internal Sales Team are proactively following up quotations.

KPIs:

• Rate 80 Phone Calls within the CS Team
• Outstanding orders to below 1% of orders taken.
• Error Rate CS Team Under 0.5%
• Average Phone Answer Time 7 seconds
• Net Promoter Score of 60 per month
• 300 Enquiries Logged within the CS Team
• Each CS Person Achieve 480 mins per month in product training.
• Internal Sales Booked 25 appointments per External Sales Rep
• Internal Sales completed 100 proactive calls per month.