Commercial Query Resolution Manager

Glasgow, Scotland, gb
Company: Rexel
Category: Management Occupations
Published on 2021-06-12 18:00:53

Rexel UK have a great opportunity for a Commercial Query Resolution Manager based in the North region – ideally in Glasgow.

The purpose of the Commercial Query Resolution Manager role is to lead the delivery of a first class query resolution service, engaging with customers, suppliers and internal stakeholders and the Branch Support Centre to resolve commercial queries effectively, taking full ownerships of applying fair and appropriate outcomes to manage CQs, obtaining maximum positive impact of incoming cash and customer experience.

The Role:

As a Commercial Query Resolution Manager for Rexel you will be accountable for the following:

  • Working collaboratively with Regional colleagues and the Branch Support Centre (BSC) to proactively support the delivery of effective and accurate resolutions to benefit cash collection.
  • Be the single point of contact (SPOC) on a regional basis to own the resolution of the queries to their conclusion covering customer engagement through to and including final confirmation the CQ has been resolved and commitment to payment is achieved.
  • Complete ‘root-cause’ identification to understand the reason behind queries and work to achieving fair, reasonable and appropriate outcomes
  • Develop and implement processes to prevent further queries of the same nature and coach branches to “get it right first time”
  • Educate, positively champion and proactively drive changes to habits across within the branch network to ensure correct levels of engagement to CQ processes
  • Gain an understanding of the various electronic trading platforms (EDI & Portals) and any contractual obligations each customer requires to ensure delivery and compliance at branch level.
  • Implement and support a monthly review cycle to communicate results and report on progress with Regional Management, branches and the BSC.
  • Analyse the daily MI to effectively plan, continually communicate results and manage the workload of the team and report on performance against plan
  • Develop long-term, positive working relationships with external customers and ensure they receive effective and efficient support for queries to be managed and resolved in a manner that is in line with business process and expectations
  • Coach, support and develop regional colleagues to help them improve and reduce the volume of CQs received and take actions to give colleagues the confidence to address any potential concerns swiftly
  • Ensure processes and procedures are adhered to, promote accuracy and maintaining quality standards
  • Maintain ethical standards in accordance with Rexel UK Ltd. policies, the Company's compliance guidelines and UK legislation
  • The Person:

    As a Commercial Query Resolution Manager for Rexel you will need the following experience:

  • Proven background in query resolution management
  • Demonstratable coaching and influencing experience
  • Passion for providing first class customer service and query resolution though effective collaboration
  • Good understanding of compliance processes and frameworks
  • Excellent ability to maintain long-term, credible relationships with customers
  • A good functional knowledge of Rexel Sales Network operation and it’s services
  • Performance focused track record and demonstratable achievement of targets and
  • KPIs whilst working to tight deadlines and under pressure
  • Role Functional Skills:

    As a Commercial Query Resolution Manager for Rexel you must have:

  • Excellent communication and interpersonal skills with ability to build rapport and influence across various internal and external business stakeholders
  • Good coaching, negotiation and influencing skills
  • Strong resolution and problem-solving skills
  • Sound knowledge of systems, processes and procedures
  • Able to adapt quickly in a dynamic and demanding sales environment and maintain a high performing culture
  • Excellent organisational skills, with ability to meet deadlines, working within schedules/reporting periods and excellent attention to detail
  • Good ability to work independently and collaboratively as needed
  • A flexible and agile approach to work and an ability to work under pressure
  • Commercially focused and able to interact with internal and external customers
  • Rexel is a global industrial distributor serving the Electrical, PPE and MRO sectors with over 30,000 employees and operations in over 37 Countries. In the UK Rexel has over 2,000 staff working from 250+ branches.

    We value people who have a sense of urgency and excitement, who demonstrate candour, insight and creativity, and thrive in an environment of change and challenge. We value people who take the company personally - being a part of Rexel UK means being part of the most exciting customer focused electrical wholesaler, a place where employees want to build their futures. Rexel is an equal opportunities employer.

    Rexel UK Ltd. believes that this role does not meet the criteria to be considered within the Home Office Shortage Occupation list. Therefore, Rexel UK Ltd. will not support an application for visa sponsorship and all applicants for this role must have an unrestricted right to work in the UK.

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