Internal After-Sales Team Lead

Overview

Our client is seeking a self-motivated individual to lead and support the internal office team in delivering high-quality service to our distributor network and internal stakeholders, by coordinating administrative and financial operations, driving process improvements, and enabling seamless cross-departmental collaboration. This role ensures efficient after-sales support, maintains strong relationships with distributors, and continuously enhances internal service delivery standards to strengthen our brand and operational effectiveness.

Qualifications

• A Level 8 qualification in business, administration, or a related field is required.
• A minimum of 2 years' experience in office coordination, team leadership, or administrative support is essential.
• Excellent written and verbal communication skills.
• Proven ability to lead and motivate a team.
• Credit Control management.
• Strong focus on process improvement and operational efficiency.
• Understanding Business to Business and/or Business to Customer processes and procedures preferably in manufacturing environment.
• Working with multiple departments and stakeholders.
• Change Management and Project Management skills.
• Good knowledge of MS Office, especially Excel.
• Strong analytical and demonstrated decision making skills.
• A proactive thinker who can identify and resolve internal issues effectively.
• Strong organisational skills with attention to detail and time management.

Responsibilities

• Lead and support the internal office team, managing workflow to achieve operational and growth targets.
• Maintain strong internal and distributor relationships, addressing issues promptly and professionally.
• Logging and managing warranty claims, liaising with technical department to ensure timely warranty claims processing.
• Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries.
• Provide onboarding training and development for distributors, ensuring high standards and compliance.
• Ensure all documentation and process guidelines are exact, up to date, and easily accessible for internal teams and distributors.
• Develop and maintain processes, procedures and cadence of meetings that will allow the effective running of the Administration team.
• Oversee and improve after-sales support processes, including warranty claim tracking and timely resolution.
• Oversees credit control processes for distributor accounts to ensure timely payments in conjunction with the finance department.
• Supports the Admin Team in providing monthly account statements to the distributors.
• Monitor outstanding invoices and aging reports to reduce overdue balances.
• Enforce credit limits and account holds in line with company policies.
• Coordinate with sales, finance, and operations teams to resolve account issues.
• Review and improve administrative workflows and compliance with procedures.
• Identify and implement process improvements across departments to enhance efficiency and service quality.
• Monitor performance metrics, reporting on team output and customer satisfaction.
• Provide training and development for internal staff and distributors, ensuring high standards and compliance.
• Respond to internal and customer feedback, driving initiatives for quality improvements.
• Ensure compliance with company procedures, Health & Safety regulations, and service standards.
• Coordinate cross-departmental collaboration to support operational goals and continuous improvement.