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Customer Services Director - Inside Sales

Zoek Pin Stafford, Staffordshire, England

55000.0000 - 70000.0000

Permanent (Full time)

Posted 16 days ago

Customer Services Director - Inside Sales

We are currently looking for an experienced Customer Services Director - Inside Sales who can join a driven & growing business who are looking to refocus the customer services team to focus on sales growth.

We are looking for someone who has experience of changing the direction of a customer services team; focused on more sales driven activities whilst maintaining excellent customer service.

Salary: Circa £55,000 - £70,000 + benefits
Location: North Staffordshire

Duties of the Customer Services Director - Inside Sales:
* Responsible for overseeing the customer services teams (approx..12+) in the EMEA regions, ensuring all SLAs are adhered too and all orders are processed in an efficient and timely manner.
* Working with the team to train and move from a customer service focus to more upselling & sales driven activities.
* Developing team metrics including setting & tracking KPIs & sales targets, measuring team performance - driving the change in the team to be a positive move towards sales.
* Regularly contacting customers and working to improve customer service; updating on their orders and providing technical assistance when required.
* Responsible as a point of escalation for difficult customer situations & handling directly as needed.
* Proactively looking for inefficiencies and recommending improvements
* Working with the senior team to provide feedback and updates regarding customer concerns & service failures.
* Measuring & analysing the team performance, suggesting continuous improvement methods and working to coach and improve the team.
* Hiring, training & managing the development of the customer services team who work via telephone & internet.
* Reviewing current working practices and improving, working towards a consistent standard & process across all sites globally
* Working proactively with customers to gain feedback and utilising feedback to improve further.

It is essential you have managed a change project and worked to develop a Customer Services team to adapt to sales, ideally in the UK and Europe - however all experience will be considered.

Key skills for the Customer Services Director - Inside Sales:
* Ideally you will have extensive experience in a customer services management role, preferably in a manufacturing organisation however all backgrounds will be considered.
* 5 years + experience in a supervisory role preferably within a customer services or call centre environment.
* Experienced using an ERP system and proficiency in Microsoft Office.
* Strong leadership skills, with excellent verbal & written communication skills
* Responsible for the customer services teams across the EMEA region, language skills would be hugely advantageous; German, French, Italian and / or Dutch but they are not essential.

If this opportunity is of interest then please forward your CV and availability to or call for more information#########

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