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Customer Support Lead

Customer Support Lead
Sector: Packaging Distribution
Location: Gloucester
Package: Basic Salary £19,000-£20,000 (dependent on experience)
Plus Bonus & other excellent PLC Company Benefits  
Hours: Full Time (Monday-Friday)

The Company
Macfarlane Group PLC is the UK’s largest packaging distributor and our Gloucester site is urgently seeking to hire an individual who can deliver an outstanding customer experience.  As a business, we are passionate about providing fully integrated and innovative packaging solutions augmented by outstanding customer service. As a Group we are continuing to grow significantly and always keen to attract talented new individuals to our business.

The Customer Support Lead Role  
Positive customer experience is integral to what we do and to achieve this successfully, we need someone to help provide the crucial ‘bridge’ between our customers and our internal purchasing, logistics and external field sales teams. This fast-paced, multi-faceted role will mean that you are the key contact for customer accounts in progressing their orders and ensuring that their needs are swiftly fulfilled. This position is wholly office based and focussed upon customer engagement and account development, ensuring first rate customer experience.

Customer Support Lead Key Duties

  • Managing and developing a portfolio of existing accounts, acting as the key contact in  progressing & processing all sales orders
  • Liaising with internal departments such as logistics and procurement to ensure plans for fulfilment are easily communicated and customer delivery commitments can be met
  • Maintain accurate up to date records on company CRM & swiftly processes sales orders
  • Maintain regular customer contact to ensure positive customer experience upheld
  • Ensures profitability for assigned accounts is maintained/improved via acting on opportunities to extend product range and recommend alternative solutions
  • Investigate/apply customer credits
  • Develop (over time) a sound grasp of internal administration/process systems and our extensive product range

Do you have the correct profile?
You must have demonstrable experience of having worked successfully within a similarly fast-paced customer support role. You will enjoy the variety and tempo that comes with such a role, be comfortable with both taking inbound customer calls and making outbound calls on a regular basis. The prospect of learning a new internal CRM system will hold no fear for you and you will also be an accomplished administrator, able to complete sales order processing accurately. First class telephone manner, customer service and rapport building skills are all imperative as is the ability to forge and maintain effective internal working relationships with colleagues in other departments. You will also be commercially aware and very much a team player.

The Package
In return we offer a competitive basic starting salary along with an attractive performance/profit linked bonus scheme and a flexible employee benefits scheme that includes: 25 days annual leave (rising up to 27 days with service plus all bank holidays), additional holiday purchasing scheme, contributory pension & employee discount scheme. Macfarlane Group is also dedicated to maximising every employee’s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement.

Next Steps
This is a key hire for the business, whereby we are seeking the successful applicant to commence ASAP. Shortlisted applicants can therefore expect to be invited swiftly for local interview. To make an application please simply click ‘apply’ ensuring that your CV is up to date and relevant. Please note that all shortlisted candidates can expect to hear back from us within five working days of making their application. If you do not therefore hear back within that timeframe, please assume that your application has not been successful on this particular occasion.

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