• Process customer enquiries & orders, primarily received over the telephone (but also through /digital channels, written and email coerespondence).
• Ensure all customer enquiries are recorded onto the CRM system and resolved promptly (or escalated when appropriate).
• Deal with all related enquiries such as stock availability, pricing, back orders and delivery queries.
• Offer technical advice and make product suggestions to customers where possible.;
• Maximise sales by continually expanding orders and up selling on all incoming and outgoing calls.
• Inform customers of any promotional activity or special offers that are currently available.
• Apply various sales skills to capitalise on commercial opportunities through negotiation of prices.
• Ensure all quotations are followed up within the timescales specified
• Ensure all orders received are entered into Ax accurately.
• Ensure that the external sales team are kept informed of any developments relevant to their accounts.
• Ensure that all customer complaints, issues and queries reach a successful and appropriate conclusion. Where relevant, escalate matters to the Service Delivery Manager (and Account Manager) and log them under the Non-Conformance procedure.
• Build and develop telephone relationships with customers to ensure maximum order taking and continued loyalty.
• Build and maintain sound product knowledge to maximise customer orders.
• To offer sales support to the Branch and Sales Teams in order to generate and process profitable orders.
• Make proactive outbound services calls as directed by the General Manager; to welcome new customers; to ensure existing customers are happy with the service they are receiving and to inform customers of new promotions and offers.

Key Capabilities

Essential

• Proven experience in selling products & services to end-users.
• Sales skills including enquiry development and the ability to up-sell and cross-sell.
• Excellent interpersonal skills with the ability to motivate others.
• Excellent communication skills, both verbal and written.
• Organised and thorough with good attention  to detail.
• Confidence to work on own initiative
• Enthusiastic and self-motivated.
• Ability to build strong Customer Relationships.
• Experience of working to targets in a sales environment.
• Negotiation and closing skills.
• Ability to work effectively under pressure.
• Committed and target/action focussed.

• A commitment to providing the highest levels of customer service.
• Good working knowledge of MS Word, Excel, PowerPoint, Access.

Desirable

• Experience gained within a construction; engineering or industrial supplies environment.