Customer Service Manager/Hire Desk Manager - Dammam

الوصف الوظيفي
MAIN PURPOSE OF JOB: The Hire Desk Manager will be responsible for leading a team of Hire Desk Controllers (HDCs) to deliver first-class service to our existing and potential customer base. The Hire Desk Manager and a team of Hire Desk Controllers will act as a primary point of contact and interface on a daily basis with existing and potential customers. This team will take ownership of the process from initial enquiry through to delivery of equipment, return and invoicing. Reporting into the Regional Director, the Hire Desk Manager will heavily focus on the acquisition, cross selling, retention of customers and ensuring the successful generation and conversion of new business to agreed sales targets with the goal of delivering strong financial performance by maximising revenue on the rental and sales transactions.
KEY RESPONSIBILITIES: Team Management Lead the Hire Desk team to take inbound enquiries (calls and emails) and effectively liaising with customers on a daily basis. Quoting and proactively converting, up-selling and cross-selling to customers Lead the Hire Desk team to commercially prioritise the market and key customers to ensure that the agreed targets for revenue, contact rate, average handling time and daily machine conversation (DMC) rates are met consistently each month Coach and develop Hire Desk team members with regards to presenting and engaging with customers and Sales colleagues Process Improvement Drive and refine continuous improvement initiatives to the benefit of the customers and Rapid Access Follow company service standards, workflow, processes and procedures to ensure high quality service and compliance to overall operations, in line with the current company KPI’s Ensure that the team understands the importance of following company process and the implications and consequences to the business if not followed Develop and implement client satisfaction monitoring processes and systems Promote a “customer-focused” operation by collaborating with other departments across the business to develop, expand and implement solutions Ensure any revealed process gaps or improvement ideas are escalated Account Management Actively manage and retain an active customer base within an agreed percentage Work closely with the field sales team and keeping them informed of any developments relevant to their accounts Build strong relationships with colleagues in other depots to enable and accept passing of remote hire orders Conduct post-sales follow up customer calls to increase renewal sales rates and ensure high levels of customer satisfaction Ensure HDC team conduct ongoing post-sales follow up with customers regarding extension of the Hire Contract, obtaining new purchase orders for expired contracts, and ensuring a high levels of customer satisfaction through regular courtesy calls, in line with monthly metrics and targets Redevelop dormant accounts to agreed percentage
New Business Development Lead the team to actively promote Rapid Access’ products and service offerings to customers and prospective customers Manage profitable growth targets for a portfolio of customers to achieve ‘above minimum’ prices to hit and surpass revenue targets Ensure existing and prospective decision-maker contact and sales targets are met in accordance with agreed key performance indicators Proactively seek and identifying new sales opportunities by targeting a combination of existing and prospective customers
uccessfully qualify, develop and convert leads and enquiries into orders to produce budgeted order conversion ratio
Customer Satisfaction Building strong long-term and productive relationships with customers by providing excellent customer experiences through quick and efficient investigations and resolving of all customers queries to ensure the delivery of our service promise Send out and analyse post-hire customer satisfaction surveys. Identify results to provide specific enhancements that will make the customer experience more effective Provide feedback about customers and market information to colleagues in sales Operations and Dispatch Ensure correct communication towards team members in terms of daily teamwork, sharing information, sharing workload, adjusting schedules and holidays with the relevant back up persons Ensure customers are made aware of order, stock and delivery status Schedule the drivers, organise and prioritise the daily dispatch of machinery, taking into current availability and returning hires Managing and resolving any potential mid-hire events such as machine breakdown, exchange of a machine, extension of the hire. Updating customers and maintaining relations as necessary Sales and Marketing Campaigns Develop the customer segmentation and profiling strategy to determine existing and potential spending history, volume and potential of future spend Work with the Regional Sales Manager to compile and implement effective email and targeted marketing and telesales campaigns to generate leads and drive revenue Reporting and Analysis Analyse customer service data and produce monthly management report detailing data on quotes, bookings, renewals and contract activation figures Present to the Regional Director each month on headline statistics and analysis with recommendations for changes. Fully appraise on any key issues Administration Support the Field Sales Team with sales order quotations Set up and open new accounts, maintains records on the ERP system and performs related order processing tasks Ensure documentation and record compliance in line with internal policies and procedures Maintain high levels of data quality and accuracy
المهارات
The chosen candidate will meet ALL the essential criteria below: ESSENTIAL Successful track record in leading internal sales and/or customer service teams in a call centre or customer service delivery environment Proven experience of managing and motivating a team to generate business and hit financial targets within a sales and service environment Track record in developing successful B2B sales and marketing campaigns Good working knowledge of Microsoft office applications DESIRABLE Previous experience of the powered access, plant hire, tool hire, heavy machinery, construction market or similar industry
PERSON SPECIFICATIONS: Commercially astute problem solver with excellent negotiation skills Ability to liaise with and influence stakeholders at all levels Client focused and credible written and verbal communicator Strong problem-solving skills and the ability to confront and resolve difficult situations Clear and analytical decision maker
تفاصيل الوظيفة
منطقة الوظيفة الدمام, المملكة العربية السعودية
قطاع الشركة البناء والتشييد
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي التشييد والبناء
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 5
منطقة الإقامة المملكة العربية السعودية

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/saudi-arabia/jobs/customer-service-manager-hire-desk-manager-dammam-4132743/