Office Manager
Location: Telford, Shropshire, TF3 3BB
Salary range:
Status: Permanent
Type: Full time
Posted date: 20/05/2015 13:22
Job description:
CORE FUNCTIONS
- Managing a busy team of customer service operatives ensuring demanding targets are met and exceeded whist ensuring standard operating procedures are followed
- Liaising with the external sales force, marketing team, finance and production departments to provide a co-ordinated solution to internal and external customer needs
- Developing and improving business processes and systems to streamline the flow of information throughout the business in a consistent fashion
- This will be a hands on role at times of peak demand, and will require an individual who is willing and able to lead from the front
DETAILS OF FUNCTION
- Prioritising and co-ordinating the workload for the department on a daily basis, and identifying why targets are missed where necessary
- Managing the receipt of leads and sales enquiries from external customers and the sales team. These need to be validated before being actioned by the Customer Service Team
- Commercially analysing all sales offers before they are sent to the customer to ensure we have the best chance of success
- Responsible for the continuous improvement of the department including: team, process and systems development, including speed and accuracy of customer service levels
- Developing and reporting against KPI’s and other performance metrics for the department
- Responsible for day to day HR issues within the department, including training, personal development, appraisals and discipline
- Checking contractual terms from customers before accepting orders
- Inbound calls are handles promptly and directed to the most appropriate person
- Ensuring that sales calls are fully developed into sales leads at every opportunity
- Ensuring all potential customers credit worthiness is checked before accepting orders
- Ensuring all quotations are completed, correctly to pre-agreed timescales
- Ensuring all orders are raised, correctly, with complete information for production within pre-agreed timescales and order confirmations sent to the customer
- Customer Service team is responsible for co-ordinating logistics, despatch and invoicing.
- Ensuring that the installation team is co-ordinated and organised to meet customer’s installation requirements
- Record and handle complaints, to include developing action plans to prevent them occurring in future. You will see every complaint as an opportunity to improve
- Ensuring that Production scheduling matches customer delivery requirements, and re-negotiating with Production and/or the customer where this cannot be achieved
- Ensure that Technical enquiries that are being handled internally and with external suppliers are resolved in line with the needs of the customer
- Ensure that the materials required from external suppliers are scheduled to meet our production lead times
- The business uses Microsoft Dynamics CRM and the Customer Service Team need to ensure that as much relevant information as possible is captured on this system
- The implementation of Microsoft Dynamics NAV is planned for the 2nd half of 2014. Experience of implementing and using ERP systems would be advantageous. Sage Line 50 is currently used for processing orders and finance
DESIRED SKILLS & EXPERIENCE
- Relevant experience of managing a busy sales office/ customer service environment
- Educated to Higher Education standard (i.e. University degree or equivalent)
- Skilled in common IT applications such as Excel, Word, etc. Experience of using Report Writing Software would be an advantage
- Experience of CRM & ERP systems and process improvement is highly desirable
PACKAGE
Basic Salary up to £35,000 p.a. dependent upon experience + uncapped profit share bonus (estimated 20% salary on achieving profit target)
7% company Pension Contribution
20 days holiday + statutory
