SALES SUPPORT TEAM LEADER x 2

Location: Sydney, Australia

Type: Full Time – Immediate Start

Department: Sales Support

 

The opportunity:

As the Sales Support Team Leader, you will be responsible for leading and motivating a support team to deliver the organisations goals. You will achieve this by developing a customer experience driven team culture that delivers outstanding service to all internal and external customers. This role requires managing the customer experience from pre to post sales with the assurance that at every stage a reliable and high-quality customer outcome is achieved. This position requires an enthusiastic person who can deliver engaging communicating through various channels and ensure that key performance measures are achieved and shared via monthly feedback to the team.

You will be part of an energetic and customer focused team which helps to deliver visually pleasing

architectural lighting products. The role cuts across internal and external stakeholders and is pivotal in providing high quality outcomes.

This role also requires strong customer empathy and sound problem-solving skills to enable the prompt resolution of escalated enquiries relating to the core functional areas. You will coach, develop, mentor, and monitor the team to always ensure that the company is delivering against the goals of the Business Segments in line with the Customer Experience Strategy.

 

Responsibilities:

• Lead by example, particularly when engaging with other departments within the business, and encourage cross department learning and support while always providing high levels of customer service
• Help establish a ‘growth mindset’ culture where learning is continuously sought and encouraged
• Work collaboratively across departments and assisting the Business Segments wherever required
• Grow and coach the team through outstanding customer and sales support while applying KPI discipline to drive performance. Identify service and efficiency gaps and raise through appropriate channels.
• Wherever required, deal with escalated enquiries ensuring minimum disruption and effort for the customer
• Proactively participate in improvement project teams as directed by direct manager
• Provide reports relevant to the role as directed by direct manager
• Manage occasional call overflow to ensure high levels of customer telephone support
• A key sales support to the direct manager, by analysing daily results and reporting back as directed.
• End-to-end client life-cycle process management
• Documentation and administration duties as well as other reasonable duties as directed from time to time

 

Job Duties:

• Ensure that you provide the client a quick and simple service that would save time and keep the process as easy as possible.
• Ensure that you are proactive in giving the client relevant and effective advice.
• Ensure that you follow up with clients regularly to bridge the gap between issues and solutions
• Ensure that you work closely with the project manager to effectively feed client demands and information clearly through to the team. Communicating delays, impacts, and issues to clients. Clients are always aware of their project status and client expectations are properly managed.
• Build a team that lives by the Values and Customer Experience principles, setting the benchmark for service mindset. Establish a culture of continuous improvement, knowledge development, teamwork, and customer effort minimisation.
• Ensure all team members are using CRM effectively and recording all interactions where required, to continuously improve our ability to deliver outstanding customer experiences. Work towards and ultimately deliver a best-in-class customer enquiry system through the consistent and effective use of CRM that incorporates all electronic and phone channel enquiry types giving a ‘whole of customer’ view.
• Represents the company in its relationships with all customers, business partners, suppliers and similar groups. Maintain appropriate communication within and between the various functional areas of the organisation

 

For full job description, download the PDF.

 

Interested?
Please send your CV to: recruitment-au@schreder.com