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-qualityservice 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 efficientafter-sales support, maintains strong relationships with distributors, and continuously enhances internal servicedelivery 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 claimsprocessing.
• 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 teamsand distributors.
• Develop and maintain processes, procedures and cadence of meetings that will allow the effective running ofthe 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 thefinance 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.