Customer Support Manager

Our client, a leading high-tech electronics company, specialises in advanced systems for military, broadcast, and satellite communications. They develop cutting-edge solutions for the secure and efficient transmission of critical signals over long distances, ensuring reliable performance in demanding environments. With a focus on innovation and tailored solutions, our client meets the stringent requirements of industries relying on high-performance communication technologies.

As demand grows, they are seeking a Customer Support Manager to help manage their transition from a small-company mindset into a highly capable entity. This role is critical to maintaining their commitment to customer satisfaction and operational efficiency as they scale.

Key Responsibilities:

Sales Activities:

• Provide excellent customer service by gathering all relevant information relating to enquiries.
• Offer information on quotes, orders, and enquiries via phone and in conjunction with Business Development Managers (BDMs).
• Support BDMs by providing quotation and proposal assistance.
• Process customer orders within 24 hours of receipt and ensure orders are acknowledged and invoices are issued promptly.
• Maintain an accurate CRM database by regularly contacting customers via phone to ensure data cleanliness.
• Process customer repairs, returns, sample orders, and letters of credit within 24 hours.
• Manage all aspects of goods import/export, ensuring compliance with relevant legislation, including any specific requirements (e.g., working with the MOD).
• Track and manage orders for demonstration and sample products.
• Coordinate with the marketing team to support their activities.
• Handle call purchase agreements for stocked items through the Syspro ERP system.

General Activities:

• Answer phone calls and take messages as required.
• Provide holiday cover for other Customer Support Coordinators.
• Manage various ad-hoc projects related to specific customers or products, as required by the business.

Skills, Experience, and Qualifications:

• Minimum 2 years of experience in a customer support role.
• Strong time management skills with the ability to plan and prioritize tasks effectively.
• Top A-level grades or equivalent.
• Excellent written and spoken English.
• Proficient in Excel, Word, and CRM systems.
• Enthusiastic and customer-focused with a warm, outgoing personality.
• Confident in asking questions and seeking support when needed.
• Ability to work efficiently from pricelists, catalogues, and datasheets.
• A willingness to learn and adapt to new tasks.

If you are a motivated individual with a passion for customer service and a desire to work in a fast-paced, cutting-edge technology environment, we encourage you to apply for this exciting opportunity.