Customer Support Manager

Managing Customer Accounts in-line with contractual commitments and ensuring Program expectations and KPIs are met or exceeded.

Acting as the key interface between Customers and Internal Support Departments ensuring strong and lasting relationships are built and maintained at all levels within both organisations.

The processing of Repair Orders from the point the Repair Order is created by the Customer to the point the Repair Order is closed by the Customer, including Tracking, Status Reporting, Quote Processing, Query Resolution and Supplier Management as agreed with the customer.

Managing the service delivery of Internal Support Departments (Tech Services, Sourcing, MIS and Finance) and ensuring Customer requirements are responded to in a timely and efficient manner.

Development and presentation of Customer Performance Reports and representation of company during Customer Program Reviews.

Supporting the Sales and Business Development Team during the implementation of new Customer Programs.

The continuous review of company processes and procedures and Customer interactions to ensure that both internal efficiencies and Customer satisfaction are maximised.

Essential Duties & Responsibilities

• Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications.
• Act as the main interface between the Customer and Company at an operational level.
• Handle the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner.
• Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded.
• Identify areas of poor performance or opportunities for improvement and developing solutions, which when implemented, will resolve these problems.
• Represent Company during Customer Performance Reviews and Key Supplier visits.

Customer Performance:

• Control and manage the Customer Mailbox – responding to all Customer issues and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet Customer’s evolving needs.
• Manage the processing of Customer ROs, Quotes and Queries in line with Customer Defined KPIs.
• Monitor the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information.
• Maintain expedited Repair Orders with detailed comments and accurate ship dates to meet customer requirements.

Supplier Performance:

• Enforce Customer and Company Contractual Terms with Supplier base.
• Work to improve overall TAT performance and drive down aged orders.
• Support the resolution to all aspects of Supplier interaction. Identifying threats to service levels, apply Supplier, Customer and internal escalation. Negotiating proposals to resolve and mitigate.
• Identify opportunities for Key Supplier Performance Reviews including Score-Carding, Customer Feedback and Strategic Problem Resolution to improve service levels to the customer.
• Support the Account Program Managers during start-up phase of new programs including development and implementation of new processes and procedures, the development of internal IT System requirements and the compiling and distribution of Priming Material to Supplier Base.
• Support monthly and quarterly customer performance programme reviews, including presentation of TAT improvement remedies.

Team Performance:

• Set and continually reinforce clear goals to Customer Account Administrators, providing training, reviewing performance, mentoring and ‘in the moment’ feedback where necessary.
• Identify opportunities to delegate tasks to Customer Account Administrators for effective workload management.

Candidate Profile:

Understanding of the Company commercial position and its relationships with its Customer and Supplier base.

Experience in process analysis/Continuous Improvement/lean management desirable.

Customer Service experience essential.

Ability to respond to change quickly and effectively.

Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships

Good communicator and strong interpersonal skills.

Strong initiative and ability to provide creative solutions to problems.

Able to address immediate customer and team needs in the context of overall company strategy

An excellent team player with strong ability to motivate others and drive the team to meet or exceed KPIs.

Strong time management and organisational skills and ability to co-ordinate workload under pressure

Good practical problem solving skills and the ability to make decisions when required or appropriate.

Have an understanding of Information Security practices and be able to attain and maintain competency in those as prescribed by Company policies.

Ability to handle all personal data in confidence; with integrity and in a manner of which ensures appropriate security measures are met and adhered to, which include protection against unlawful processing or accidental loss, destruction or damage in line with GDPR compliance.