Customer Relationship Manager

Established in 1990,we specialise in supplying wardrobes and fireplaces to the construction industry. We offer a supply only or a supply and fit service with our own qualified installers based around the UK.

We are now looking for an experienced Customer Relationship Manager to join our team in Sheffield. The ideal candidate will have the following skills and experience.

Please note this is a Customer Relationship Manager's role and not a Team Manager role.

Overall Purpose of the Job

Full customer account management, delivering excellent customer service practices to ensure the needs and expectations of internal and external customers are being satisfied. Manage customer order banks from call off to install to ensure timely completions and maintain accurate records. Adhere to customer service standards and complaint handling processes and build effective relationships across a diverse customer base.

Key Responsibilities

·Accurately in put call offs, orders and surveys into in house database system and file paperwork accordingly

·Manage customer order banks, ensuring regular contact with sites and sales to manage works through from call off to install, ensuring all confirmation calls are completed and communicated where changes may occur

·Maintain customer records and communication into in house database systems

·Maintain contact lists for customer base

·Manage all customer issues/ complaints, ensure records are maintained and full resolution is achieved within KPI

·Manage credit control with own bank of customers, liaising with site managers, sales and Quantity Surveyors to ensure authorisation documents in place, payments are made on a timely basis and all account queries resolved

·Deliver excellent customer service standards to internal and external customers

·Maintain effective communication processes to liaise with all areas of the business

·Contribute to changing processes and continuous improvement

·Maintain and develop knowledge of company products and goals

·Support the business in achieving the highest quality of customer service, to ensure the requirement of the mission statement are met

·Support a culture which promotes the Gooding Group as a corporate and socially responsible employer, which recognises the absolute importance of Health and Safety and environmentally responsible behaviour

·Any other additional duties that may be deemed necessary to fulfil your duties

A. JOB REQUIREMENTS:

Skill Requirements

·Excellent command of the English language both written and oral

·Strong customer focus and a commitment to providing a quality service

·Excellent communication skills, with the ability to influence others

·Dealing with difficult customers

·Negotiation skills

·Objection handling

·Information processing and note accuracy

·Adhering to KPI’s

·Data protection

·Product knowledge

·Excellent organisational skills

·Attention to detail

·Good PC skills

Person Specification

·Positive attitude

·Energetic and committed to achieving results

·A genuine interest in helping customers

·Commitment to learn and develop new skills

Experience

·Previous experience in a similar environment

Qualifications

GCSE English and Maths or equivalent

B.ADDITIONAL REQUIREMENTS

·Flexible approach to working hours