Experience

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  Window Widgets

  • Quedgeley, England, United Kingdom

  • Customer Service Manager

    • Aug 2020 - Present
    • Quedgeley, England, United Kingdom

    • Implementing and sustaining customer service systems, processes and procedures• Managing the online ordering platform with responsibility for liaising updates and training customers• Ensuring exceptional level of customer service and after sales support throughout the department• Managing key accounts as required• Ensuring processes and procedures are followed in-line with customer expectation• Communicating regularly with the customer base• Resolving customer enquiries efficiently to maintain an exceptional level of customer service• Providing an exceptional level of after sales support and troubleshooting assistance• Mentoring, training and developing the team• Managing and developing on-boarding processes• Reporting KPIs and vital statistics• Managing NCR process from initial complaint through to resolution• Maintain a good working knowledge of the business’ product portfolio• Actively explore opportunities for improved processes and procedures• Working collaboratively with other departments in the business• Manage and/or collaborate on key projects as required• Provide support to the directors as required• Providing continuous improvements and driving change for improvements

• 

  Customade Group

  • Stonehouse, Gloucestershire, United Kingdom

  • New Customer Support Manager

    • Nov 2018 - Aug 2020
    • Stonehouse, Gloucestershire, United Kingdom

    Working as the main interface between potential and new customers, sales and operational teams, I am responsible for the smooth and professional transition from a prospective customer to delivering a delighted, fully on-boarded customer with a stable on-going trading relationship.• Logging and monitoring customer spend for Showroom agreements and reporting back to relevant parties for authorization to action credits, invoices and rebates.• Working with Sales Order Processing to deliver quotes on time to Customers and the Sales team. Ensuring my team continues to meet all agreed SLA’s for order processing & email turnaround.• Providing extra support as necessary to accounts that have received lower than normal service levels.• Meeting essential customer touch points throughout the 13 week onboarding period. Reporting back on Customers that are falling short of expected sales during the onboarding period.• Using AOTIF and OTIF reporting to monitor new Customer success. Ensuring this information is fed to my team to improve future experience.• Establishing what Customers need to be on a ‘red flag’ status to ensure they get the best Customer Service during their Onboarding period. • Leading by example and delivering the best Customer Service possible. Feeding back to my team any essential information that could assist them in delivering outstanding service.• Obtaining weekly net promoter scores from red flag customers to establish where they have been let down & sharing this information with relevant departments to implement change.

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  Snow Business

  • Snow Mill, Ebley

  • Sales Account Manager - Visual Merchandising

    • Jul 2017 - Nov 2018
    • Snow Mill, Ebley

    Achieving the financial targets for Snow Business's visual merchandising and retail events business. -Developing sales plans for the visual merchandising and retail event sectors.-Proactive selling during the spring and summer.

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  Gardiner Bros & Co (Leathers) Ltd

  • United Kingdom
  • Wholesale
  • 100 - 200 Employee

  • Sales Team Leader & Key Account Manager

    • Apr 2017 - Jul 2017

    Responsible for managing key accounts and ensuring all SLA's are met. I am currently responsible for Dobbies Garden Centres and WBYS. I am responsible for coordinating all communications with key accounts and managing appropriate records in order to ensure the account is well managed and up to date.

  • Sales Coordination Team Leader

    • Apr 2016 - Apr 2017

    A general day to day role for me is to be the point of call for my team with any queries, ensuring they are managing their workload efficiently and prioritizing any orders that need to be processed urgently whilst taking orders via the telephone and managing our very busy sales inbox and processing emailed orders throughout the day also. One of my responsibilities as the team leader is to manage any price discrepancies with regards to shipping / collection costs and credit / re-invoices when necessary.To ensure that team and individual KPIs are being met/exceeded on daily/weekly basis. You will be accountable for the effective running of the Team in accordance with departmental objectives and processes. • Lead the team and demonstrably be ‘best in class’• Co-ordinating sales effectively, including sub selling, back orders, order confirmations and despatch of single catalogue requests• Single POC for escalation of issues• Responsible for providing leadership within both the department and close team• Ensure adequate support is provided to team members ensuring clear lines of communication and two way dialogue at all times• Communicating with the warehouse to ensure customers specific requirements are met• Ensuring prioritisation of the daily ad-hoc and scheduled demands placed on the sales co-ordination department (calls, emails, fax, rep, web, face to face enquiries)• Ensure feeding back to line manager, Department Heads and/ or department members any issues of concern which need addressing to be able to create simpler workings processes or enhanced customer experience• Liaising with Buying department and sales staff when their input/feedback is required• Manage delivery of high quality service levels (sales inbox, call response time, accuracy of order entry / quality of customer contact and customer call backs)

  • Customer Service Representative

    • Nov 2015 - Apr 2016

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  Passiflora Flowers

  • Kings Stanley

  • Sole Proprietor

    • Nov 2013 - Nov 2015
    • Kings Stanley

    -Show extreme passion for sales of the products relevant to my current industry -Use my communication and negotiation skills to liaise with customers and other businesses regarding incoming and outgoing orders -Developed flexibility and adaptability through responding to and dealing with day to day business problems-Offer an emotionally sensitive and empathetic service for those requiring funeral flowers-Operate within a given time schedule and use initiative when circumstances dictate a deviation of role-Always go above and beyond to make sure orders are met especially during peak periods-Make arrangement and displays to an exceptional standard, offering personal touches to every floral display made-Composing quotes to potential bridal clients and emailing them, making amendments and ensuring every criteria in the quote is met to the highest standard.

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  The Flower Shop

  • Stonehouse

  • Florist

    • Nov 2006 - Oct 2013
    • Stonehouse