Customer Service Excellence Manager for HD Sharman’s

Chapel en le Frith

Salary -Competitive + discretionary bonus

Monday to Friday -35 hours per week – 9.00am to 5.00pm with 1 hour lunch break

Who we are:

For over 35 years, Sharman’s has built its reputation on providing high performance, sustainable refurbishment systems specifically engineered for use on commercial and industrial buildings. Our mission today, as it has been since the founding of the business by Harold Sharman, is to manufacture market leading systems to help prevent leaks, extend the roof lifecycle and restore the performance of roofs and gutters.

What you’ll be doing?

· Nurturing the long-term growth of existing ‘house’ accounts through proactive deepening of customer relationships, understanding customers’ needs, exceeding customers’ expectations and supporting efficient query resolution.

· Identifying and reconnecting with inactive contractor customers to restore engagement, reignite relationships, reactivate accounts with the aim of reviving customer lifetime value.

· Gathering, capturing and sharing customer insights, market intelligence and trends to empower the marketing and external sales teams in identifying and targeting new business opportunities.

· Managing, motivating and supporting the sales order fulfilment team. Helping its people to deliver team effectiveness, high service quality and foster a professional, collaborative and positive working culture.

· Driving activity for the continuous improvement of reliable CRM system data and engage users in the accurate, comprehensive and consistent capturing of high-quality data to facilitate commercial data analysis and decision-making and realise growth potential.

· Translating commercial data needs into the design, development and delivery of enhancements to CRM system functionality to enable sales effectiveness and customer growth.

· Reviewing and enhancing contractor product and installation training course follow-up processes, to ensure delivery of a quality learning experience, meeting training course participants needs, reinforcing product value and supporting successful contractor deployment.

· Carrying out any other duties, as are within the postholder’s capabilities and level of responsibility, to meet the needs of the business.

What we’re looking for:

· Commercially oriented.

· Customer and solution focused mindset.

· Proactive approach to the role.

· Strong team leadership credentials.

· Strong communication (verbal and written), influencing and relationship building skills.

· Proven experience in a building products business, ideally in a technical, manufacturing or installation environment.

· Process minded in terms of design and implementation.

· Confidence using MS Office, CRM and the ability to rapidly learn company specific software.

· Ability to articulate potential changes to the CRM system.

What you’ll get from us:

· Death in service

· 25 days annual leave + bank holidays

· Auto enrolment pension plan

· Free onsite parking

· Free on-site refreshments

· Monthly rewards & recognition scheme where our top performers are rewarded with vouchers for many retailers

· Vivip

· Discretionary bonus scheme

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