Customer Relationship Team Management Leader

This is a great opportunity to work in an enthusiastic team within a secure and stable industry. If you feel that you have the appropriate experience ability and skills we want to hear from you!

Company Overview: For over 52 years Adam Equipment has been a leading weighing scale manufacturer with headquarters based in the UK. The UK office in Milton Keynes supports the sales and service needs for the European market.

Adam Equipment provides professional weighing equipment throughout the world for a wide range of markets including industrial laboratory education medical veterinary botanicals and retail. We provide cost effective high value high quality weighing equipment and services.

CRM Team Leader duties and responsibilities

• Building strong relationships with customers is essential to develop customer loyalty and increase sales. To do this the Customer Relationship Team Leader has several key responsibilities.
  
• Customercentric Relationship Management with a proven track record of increasing customer satisfaction and retention rates by implementing effective strategies and building strong client relationships.
  
• The Customer Relationship Team Leader is responsible for overseeing the process of customer retention.
  
• Duties include interacting with new existing and potential customers on a regular basis supporting the sales functions of the business on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction.
  
• Using the CRM system (ZOHO) to manage relationships by collecting and analysing customer data and developing new ways to meet customers needs
  
• Handling customer complaints
  
• Overseeing the interactions between customers and key team members such as Business Development Managers Regional Sales Manager Sales Office Managers. Customer Service Representatives.
  
• Creating and executing retention campaigns
  
• Working closely with the Marketing team developing marketing campaigns to attract new customers and increase wallet share with existing customers
  
• Collaborating with sales marketing customer service and operations teams to improve the customer experience
  
• Coordinating with upper management to inform them of recurring issues with products or services.
  
• Customer Relationship Team Leader should have thorough knowledge of the industry and be a credible authority in that domain.
  
• A quality Customer Relationship Team Leader candidate should be proficient with word processing and presentation software. Additionally quality candidates will have the ability to quickly learn about your company s products and services to establish themselves as experts in the field.
  
• You will be responsible for but not limited to:
  
• Reviewing customer profiles to understand account activity buying patterns and identify lapsed but high potential customers.
  
• Segment customers into vertical markets and product types.
  
• Actively call customers daily to generate sales.
  
• Timely followup for all inbound leads
  
• Research all customers to ensure a full understanding of their product mix/service offering identifying where there may be missed opportunities.
  
• Review the Zoho CRM system to ensure data accuracy and collection.
  
• Review all proposals to identify any missed opportunities on each project what else can Adam Equipment offer.
  
• Review and recommend improvements to the S&OP to help automate or improve efficiency.
  
• Identify areas of opportunity for additional marketing collateral to communicate the full range of Adam Equipments product portfolio and educate customers on what Adam Equipment can offer.
  
• Help identify leaning out business processes S&OP.
  
• Work collaboratively and conduct Weekly calls with CSO/Global Sales Director and EMEA Marketing Manager to update on activity and opportunities that you are working on
  
• Utilise the 80/20 principle and data to formulate a regular calling patterns to existing customers.
  

Requirements

Required Qualification and Experience:

• Knowledge of customer acquisition and retention strategies
  
• Exceptional verbal and written communication skills
  
• Social and emotional awareness to tailor interactions for individual customers
  
• Extensive product knowledge
  
• Ability to collaborate well with other customer care team members
  
• Analytical and datadriven
  
• Ability to work in a fastpaced environment while managing multiple tasks
  
• Technology skills in Zoho CRM software
  
• Impeccable customer services skills
  
• Knowledge of best practices in customer service and retention
  
• Strong attention to detail.
  
• Ability to develop and maintain business relationships with internal and external contacts at all levels.
  
• Selfmotivated to win business.
  
• Scale industry experience a plus.
  
• Bilingual in multiple languages a definite plus.
  

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties responsibilities or physical requirements. Nothing in this job description restricts management s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Adam Equipment is an Equal Opportunity Employer.

Benefits