Professional Sales Support Team Leader
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Extraordinary tasks require extraordinary people, which is why we look for employees who show outstanding motivation, dedication, team spirit and are willing to be custodians of the Kärcher Brand. All over the world, Kärcher is synonymous with top performance, innovation and quality. In the same way that our products stand out from others, we stand out as an employer too. As a family-owned company, mutual appreciation and trust are particularly important to us. At Kärcher you can expect interesting challenges and open knowledge sharing as a perfect platform for your individual career planning and personal development. Only together can we create that which sets Kärcher apart – and each individual employee plays an important role in this. The difference is you.
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Our Benefits
- Competitive salary with career progression
- Pension Scheme
- Discretionary Bonus Scheme
- 24 days annual holiday + bank holidays (increases with service)
- Simplyhealth Cash Plan (including retail discount scheme)
- Critical Illness Cover
- Employee Assistance Programme (EAP)
- Staff discount on Kärcher products
Professional Sales Support Team Leader
Purpose of the role
To be a custodian of the brand, to effectively meet our customers' needs and to help build a growing, profitable, sustainable Kärcher. To support with the day to day management of the Professional Sales Support team, including coaching and development. To clearly and effectively communicate expectations and drive the team forwards to ensure they are meeting the KPI's. To provide support for both internal and external customer base where needed.
Your key responsibilities will be
- To assist the B2B Customer Support Manager with the day-to-day management of the team, including assisting with/running daily team briefings, organising workloads and holiday and absence cover
- Managing a group email inbox, including monitoring aged/pending emails to ensure these are being followed up on and the customer kept informed
- Preparing for and carrying out monthly 1-2-1s with all team members, feeding back as in accordance with KPI's, also carrying out monthly quality monitoring (when needed)
- Assisting with interviewing and onboarding new starters - carrying out full weekly reviews and setting goals and competencies
- Taking responsibility to help mentor and develop apprentices
- Managing performance of team if needed, as well as carrying out probation reviews
- Reviewing and managing the team on a daily basis to maintain efficiency and customer satisfaction
- Taking responsibility for escalated queries and complaints, being the first point of contact for the customer and sales team of a dealer/key account area
- Handling inventory, pricing and deliveries in response to customer requests
- Logging and reviewing daily any concerns which a customer has experienced and ensure these are followed up and closed down once fully resolved
- Liaising with Salesforce to ensure support is provided in line with customer sales strategy and promotional campaigns
- Meeting any special needs of specific customers
- Working with 3rd Party Logistics Provider to ensure full delivery of products is on time
Your qualifications, experience and characteristics are
- 3 GCSEs at Grade C, or equivalent, including English and Maths
- Previous experience in a customer contact role
- Previous supervisory experience in a busy environment
- Being able to build relationships with customers and colleagues
- Clear communication skills, both written and verbal
- Being able to lead by example, with excellent attention to detail essential
- Being able to identify development and staff training needs for your team
- Being able to present confidently
- You must be highly organised and self-disciplined, responding well to pressurised situations and deadlines
- You must be passionate about being able to meet the customer's needs at all times
- Proficient use of MS Office, SAP and CRM systems
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Contact details Kärcher (U.K.) Ltd Human Resources – Alastair Marshall, Recruitment Co-ordinator 01295 752162 Recruitment@karcher.co.uk www.karcher.co.uk |