Customer Lead

Location: UK - Hatfield, UK - London, UK - Reading | Job-ID: 215719 | Contract type: Standard | Business Unit: Inside Sales

Life on the team 

Inside Sales is a commercially minded customer service function accountable for delivering great experiences for customers in the sourcing of their technology requirements.  C&SOM put customers and their needs at the centre of all its decision making while ensuring profitable sales for Computacenter. Inside Sales teams have a range of skills focussed on pre-sales, order management and post-sales operational space. 

We are now looking for a Customer Lead.  As a Customer Lead you will be on point for ensuring the delivery of specific complex customer obligations, on behalf of GTS, where they need to understand in detail the customer requirements and is accountable for the end-to-end customer experience.

You will be accountable for first level task escalation management, resolving customer issues, monitoring of SLAs on high volume complex accounts, as well as co-ordination and prioritisation of tasks for Customer Executives and Sales Order Management Specialists on the account. In addition, a key part of the role is managing and liaising with multiple stakeholders across the business.

What you'll do 

Operational coordination

• Is accountable for overall customer experience with GTS and works closely with Country Units and Specialists Services to serve customers effectively on specific complex customer contracts.
• Understands the customer, their product portfolio, the relevant customer processes and how the customer contract operates.
• Manages customer satisfaction, by monitoring performance for the management of the contractually owed performance towards the customer, partner and internal services.
• Acts as an operational expert, co-ordinates and carries out day-to-day operations delivered by Inside Sales teams.
• Supports “junior” colleagues on knowledge gaps to a specific customer contract.

Escalation management and process improvement

• Acts as a first point of escalation on operational issues
• Participates in root cause analysis following an incident.
• Co-ordinates the resolution of customer/account queries promptly.
• Reviews the details of the customer contract and shares analysis with the relevant teams to improve productivity and efficiencies.
• Identifies and applies process improvements.
• Can drive optimization projects.

What you'll need

• Confirmed experience in an internal sales department
• Capability to carry out quotation and order processing tasks
• Excellent process understanding for day-to-day business and encourages the following of standard processes and makes significant effort to improve processes
• Excellent customer and commercial orientation
• Excellent communication skills
• Reliability, conscientiousness, sense of responsibility and initiative
• Team player
• Objection handling and negotiation management skills
• Excellent prioritisation skills
• Ability to take ownership of complex queries/problems to resolution
• Problem-solving decision-making ability
• Good level of cost awareness
• Performance and goal-oriented work style, as well as a structured and organized way of working
• Knowledge of project coordination (need to review)
• Strong understanding of current tools
• Good command of spoken and written English

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

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