Job Summary:

• Lead and manage day-to-day performance of the customer service team
• Take a customer-first approach to create a best-in-class customer experience
• Recommend and lead the efforts and projects to improve the Customer Experience
• Be an escalation point for at-risk scenarios and work with internal/external stakeholders to build & enact solutions
• Manage and maintain the primary tools of the Customer Service platform (eg Aircall and Intercom) and work with other internal parties to keep them updated
• Develop a deep understanding of all BacklotCars products/processes to quickly analyze customer issues for the best resolution
• Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of BacklotCars' services
• Ensure those customer inquiries, quote requests, and sales orders are processed in a timely and correct manner, preparing all necessary documents and records
• Address customer needs and solve problems with a working knowledge of product line, policies, and procedures, and a can-do attitude and willingness to help
• Maintain strong and effective relationships as liaisons between customers, co-workers, and warehouse and freight personnel.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Customer Experience Improvement (Soft Skills)
• Escalation Management (Soft Skills)
• Customer Service Platforms (Hard Skills)
• Product Knowledge (Hard Skills)
• Client Lifecycle Management (Hard Skills)
• Order Processing (Hard Skills)
• Effective Communication (Soft Skills)

Job Summary:

• Provide Customer Support by responding quickly, courteously, discreetly, and accurately by phone, fax, or mail to all incoming phone calls, faxes, correspondence; orders, quotes, status requests, and rejections daily.
• Reviewing and resolving customer escalation by positively and diplomatically leading and managing efforts required by all other departments to assure customer satisfaction.
• Monitor on-time deliveries regularly making improvements necessary to meet the company's business objectives.
• Plan and coordinate department activities to assure contract compliance and support ongoing production operations.
• Ensure acceptable maintenance of all contractual documentation and operate within budgeted limits.
• Review all sales orders and business-related activities to ensure contract compliance while maximizing the benefit to the company.
• Maintain MRO order status and backlog accuracy.
• Liaison support during pre-delivery and post-delivery including activities within order processing, customer relations, and sales support
• Ensure compliance with all laws and regulations including FAR’s, DAR’s, UCC, ITAR, etc. and coordinate with the corporate legal staff
• Meet customer due dates on all orders or proactively notify the customer as early as possible if a delay is imminent.
• Implement simple automation
• Tag, analyze, and summarize all inbound Support requests

Skills on Resume: 

• Customer Support (Soft Skills)
• Escalation Resolution (Soft Skills)
• Delivery Monitoring (Hard Skills)
• Department Coordination (Soft Skills)
• Contract Compliance (Hard Skills)
• Order Management (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Automation Implementation (Hard Skills)

Job Summary:

• Working with the leading specialist orthodontic practice in Surrey and Berkshire with the operation of the business
• Responsible for the entire customer journey and experience, make sure to maintain accurate information and records
• Report of the running and performance of the practice
• Responsible for the administration side of compliance and dental administration
• Oversee and develop team members, continuously improving performance through coaching, training, and assisting others
• Update and maintain all procedures related to ordering processing
• Explore ideas and make recommendations for continuously improving customer service and team performance
• Negotiates and maintains customer-bonded inventory to reduce the turnaround time, including providing a monthly update to customers.
• Coordinates source inspection for orders per customer requirements.
• Start to develop FAQ and knowledge base
• Facilitate issue resolution by preparing instructional materials; create, update, and maintain report documentation

Skills on Resume: 

• Customer Journey Management (Soft Skills)
• Performance Reporting (Hard Skills)
• Compliance Administration (Hard Skills)
• Team Development (Soft Skills)
• Procedure Management (Hard Skills)
• Service Improvement (Soft Skills)
• Inventory Management (Hard Skills)
• Issue Resolution (Soft Skills)

Job Summary:

• Reporting to Head of Operations to drive the disruption of the broker industry
• Developing, scaling, and implementing the complete Customer Service Team in order to provide an outstanding digital customer experience during the phase of rapid growth
• Provide clear directions and guidance to ensure consistent execution of company policies, procedures, and priorities
• Plan and organize the team based on workload and business needs working with external- and internal team members as well as ensuring optimal usage of customer service tools
• Define and improve internal and cross-department workflows focussing on customer experience and customer satisfaction
• Recruit new team members and ensure employee happiness by creating a trusting team, communicating direction and goals, providing regular performance feedback and coaching
• Implement a quality management system and continuously control key KPIs
• Identify customer needs and develop products and services together with other departments
• Handling all normal customer support requests
• Routing technical issues, bugs, and feature requests to the Product
• Routing sales inquiries to Sales

Skills on Resume: 

• Team Development (Soft Skills)
• Digital Customer Experience (Soft Skills)
• Policy Execution (Hard Skills)
• Workload Management (Hard Skills)
• Workflow Improvement (Hard Skills)
• Recruitment and Employee Engagement (Soft Skills)
• Quality Management (Hard Skills)
• Issue Routing (Hard Skills)