Job Ref: 215097250

Date: 2021-11-06 22:19:03

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Our client, a leading distributor, is looking for a Client Success Team Leader to join their team in Marlow. You will be responsible for delivering first class customer service as well as supporting the Customer Service team (of 6 people).

You must have the ability to resolve customer account queries, as well as being able to work closely with clients/internal teams to ensure all services are performed correctly and on time, whilst meeting the relevant criteria. The Customer Service team is responsible for maintaining relationships with the fulfilment customers/executives, ensuring a “best in class” service that will lead to further success.

This role requires an exceptional communicator, with a ‘can do’ attitude, who will be willing to get stuck-in to a number of areas within the business. You must, therefore, have the ability to co-ordinate several departments in order to meet deadlines, exceeding customer expectations.

Duties of the role will include:

• Delivering operational account support to fulfilment customers
• Monitoring account activities, ensuring agreed SLAs
• Acting as ‘first point of contact’ for the Client Success team
• Ensuring deadlines are met and all records/logs are kept up to date
• Daily interaction with customers via phone and email (when necessary)
• Providing solutions to customer queries
• Identifying/ensuring delivery of process efficiencies to further enhance services offered to clients
• Ensuring customer SLAs are recorded and issued monthly
• Liaising in a professional manner with the relevant departments/clients
• Resolving customer account issues in a timely manner
• Proactively managing orders on hold/back orders, ensuring clients are aware of any reoccurring stock issues/address issues
• Providing feedback to the team, when required, ensuring a continuous learning environment
• Managing carrier and customer claims (including the issuing of credits)
• Supporting relevant projects with a willingness to take the lead (if required)
• Any other relevant duties as required

Special Requirements:

• Self-driven, results-orientated, with a positive outlook
• A natural forward planner with the ability to critically assess own performance
• Articulate, credible and comfortable dealing with senior company executives
• Reliable, organised, tolerant, with the ability to adapt to change
• Empathic communicator with the ability to see things from the other person’s point of view
• A keenness for new experience, responsibility and accountability
• Ability to get on with others and be a team player
• Well-presented and business-like
• Previous exposure of customer service, administration and communicating with high value clients
• Previous experience with managing staff, acting as first point of contact for team members’ questions/queries/escalations, as well as customers’ escalations
• Flexibility with working extended hours (when required)
• Proficiency with MS Office, e.g. Word, Excel, PowerPoint and ideally Access (or similar database to basic level), internet and email
• An excellent communicator, both face to face and via telephone
• You must have a clean driving license, be prepared to travel (as may require attending clients’ premises) with the flexibility to work extended hours on occasions

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