Job Title
Client Success Team Leader (CS005817)
£24,000 + £1k Annual Bonus
Marlow, Buckinghamshire.
Start Date

Mon-Fri 8:30am-6pm (42.5hrs a week)

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Our client, a leading distributor company, is looking for a Client Success Team Leader to join their team in Marlow, responsible for delivering first class service to all customer account queries. You will be supervising a small team of 4 people, reporting to the Client Success Account Manager, so will need to have management/supervisor experience.

You will be working closely with customers, the internal team and warehouse, ensuring all goods and services are processed correctly and on time meeting the relevant criteria.  You will also be monitoring and following up on all account queries, as well as maintaining and expanding relationships with strategically important customers.

Assigned to fulfilment customers within the Product Distribution and Sales Department, you will ensure customer satisfaction, helping to define and execute a “best in class” structure and service that will lead to further success.  You will be responsible for the day-to-day management of the Fulfilment Team, ensuring adequate training and daily support is provided, being the escalation point for customer queries.  You must therefore be an exceptional communicator with the ability to co-ordinate several different departments, meeting deadlines and exceeding customer expectations, whilst overseeing a team of four.

Duties of the role will include:

  • Delivering strategic and operational account support of fulfilment accounts 
  • Maintaining and developing the support processes, continuing relationships with suppliers, ensuring deadlines are met and all records/logs are kept up to date
  • Acting as ‘first point of contact’ for the Client Success Executives
  • Creating and communicating relevant sales reports
  • Daily interaction with customers via phone and email
  • Providing solutions to customer queries 
  • Identifying and ensuring delivery of process efficiencies to further enhance the on-going relationships with clients
  • Ensuring customer SLAs are recorded and issued monthly
  • Supporting all customer account issues in a timely manner
  • Ensuring all price lists are maintained by adding new products, deleting obsolete products and amending any prices up on request from the Account Manager
  • Proactively managing back orders, ensuring clients are aware of any stock issues and replacement products  
  • Providing feedback to the team when required, ensuring the support of a continuous learning environment
  • Liaising in a professional manner with the relevant departments and clients
  • Managing carrier and customer claims
  • Attending client premises and occasional extended working hours (when required), so must be prepared to travel and have a clean (or near clean) driving licence
  • Any other relevant duties as required
Special Requirements: 
  •  Self-driven, result-orientated with a positive outlook
  • Articulate, credible and comfortable dealing with senior company executives
  • Reliable, organised, tolerant with the ability to adapt to change
  • Empathic communicator with the ability to see things from the other person’s point of view
  • Well-presented and business-like
  • A keenness for new experience, responsibility and accountability
  • Ability to get on with others and be a team player
  • Previous exposure of customer service, administration and communicating with high value clients
  • Flexibility with working extended hours (when required)
  • Proficiency with MS Office, e.g. Word, Excel, PowerPoint and ideally Access
  • An excellent communicator both face to face and via telephone