Internal Sales & Customer Service Manager

We are looking for a proactive and experienced Internal Sales and Customer Service Manager to oversee our internal sales team and customer service operations. This role is pivotal in driving sales growth and ensuring outstanding service delivery to our customers. You will lead the team in achieving sales targets while maintaining high levels of customer satisfaction.

Note: This is a fulltime (Mon-Fri) office-based role. The ideal candidate will live within a commutable distance or be willing to relocate.

Address: Aidelle House, Lancaster Road, Cressex Business Park HP12 3QP

Roles and Responsibilities

1. Manage, mentor, and motivate the internal sales and customer service teams to drive sales growth and achieve performance targets.
2. Conduct regular training sessions to enhance team skills in sales techniques and customer service excellence.
3. Develop and implement sales strategies to drive revenue growth and achieve sales targets.
4. Take responsibility for departmental processes and procedures.
5. Oversee daily operations of both departments, ensuring timely and effective responses to customer inquiries and issues.
6. Monitor team performance metrics, including sales targets and customer satisfaction levels.
7. Conduct monthly one-to-one meetings and regular review meetings with team members.
8. Work closely with other departments, such as external sales, marketing, and operations, to ensure a seamless customer experience.
9. Analyse sales data and customer feedback to identify trends and opportunities for improvement.
10. Prepare reports for senior management on team performance, sales growth, and customer satisfaction.
11. Proactively seek business with new customers and upselling to existing customers, finding new areas of opportunity and implementing changes as identified.
12. Review, analyse and action data/reports to inform department decisions and goals.
13. Run, report, and analyse external databases and ProspectSoft to identify new leads and opportunities.
14. Produce and issue quotations, project proposals, and information packs in a timely manner.
15. Ensure that CRM records are maintained and kept up to date by each team member, motivating your teams to follow best practice and enhance the customer experience.
16. Invite customers to the Air Academy showroom for product tours to generate new leads.
17. Build and develop customer relationships to increase selling opportunities and instil customer confidence in the Airflow product range.
18. Lead and proactively develop and implement new ideas, processes, and procedures.
19. Support all aspects of marketing campaigns by attending events, capturing leads, and generating new sales opportunities to enhance campaign effectiveness.
20. Collaborate with the Field Specification & Reseller channel team to manage the quotation process, win projects, secure orders, and provide administrative support, working together to meet shared sales targets.
21. Escalate departmental problems and issues to the Client Services Manager.
22. Effective maintenance of departmental absence cover and holiday planning.
23. Deputise in the absence of Client Services Manager.
24. Continual improvement of product knowledge of self and team to provide exemplary customer service and sales advice.

Personal Qualities

1. Enthusiasm, drive, and a “can do” attitude with a strong motivation to win jobs.
2. Customer Service focus and the ability to interact confidently with customers and colleagues both by phone and email.

Qualifications/ Knowledge

1. Fluent English, both spoken and written is essential.
2. Suitable / transferable A Levels, Graduate Degree, MBA or equivalent.
3. 2 years of experience in internal sales and customer service, with at least 2 years in a managerial role.
4. Computer literate with working knowledge of Microsoft Outlook, Word and Excel is required.
5. Proficiency in CRM software and sales tracking tools.
6. Working knowledge within the HVAC industry would be advantageous.
7. Strong analytical skills and the ability to make data-driven decisions.

Skills

1. Strong leadership and team management skills.
2. A customer-focused mindset with a commitment to service excellence.
3. Ability to organise, plan and prioritise tasks for own workload and that of the team, with the flexibility to change priorities.
4. Excellent communication, negotiation, and interpersonal skills.
5. Strong customer service skills and the ability to interact confidently with customers and colleagues.
6. Quality focused with a proactive approach.
7. Have excellent written and verbal communication skills.
8. Working in a busy environment working to targets and deadlines.
9. Phone answering and call handling.
10. Can demonstrate coaching and mentoring abilities.
11. Ability to manage multiple deadlines within a tight schedule.
12. Understanding of architectural drawings and technical specifications would be desirable.