Customer Support Manager

This is a 1 year temporary role. Reporting to the Global Service Director, the Customer Support Manager will support the UK local office, US Service Department and external customers.

ESSENTIAL SKILLS AND RESPONSIBILITES

• UK sales and service activities including customer communication, quotations, order entry, shipments and invoicing.
• Manage customer support coordinator for US day to day service activities, including responding to customer requests, installations, system moves, billable and warranty service. Issue quotes and process orders.
• Responsibility for ensuring that US service contract renewals are issued correctly and on time.
• Manage customer service representatives – oversee CSR’s order entry procedures.
• Service CRM administration, providing data analysis and metrics to service director as needed.
• Maintain CRM for service, new material entries and price book updates.
• Management of critical documentation such as SOPs.
• Provide admin support to service director and US service managers as needed
• Maintain order entry error log and analyze the data to provide metrics and identify opportunities for training or process improvement
• Provide admin support to service director and service managers as needed.

QUALIFICATIONS

• Must have the ability follow established processes
• Well organized and confident to work independently but will be a strong team player.
• Intermediate Excel User (know vlookups, pivot tables)
• Willingness to take on new responsibilities and challenges
• Ability to utilize interpersonal and communication techniques, working in a team environment, and dealing with a wide variety of personalities and communication styles

EDUCATION/EXPERIENCE

• 3-5 years of equivalent experience required
• Preferred Associates Degree

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