JOB DESCRIPTION
JOB TITLE : Customer & Sales Support Executive
RESPONSIBLE TO : Customer & Sales Support Manager
PURPOSE OF JOB :
· Sales Administration process of Cellhire Customers.
· Support the Sales Team to assist them in the day to day administration of their customers accounts.
· Provide excellent Customer Service to ensure that the retention of customers is a priority within all aspects of the role.
· Take incoming calls and convert them to sales orders as appropriate.
MAIN DUTIES :
Sales Administration
· Input RAs (rental agreements) on a daily basis by ensuring orders are on the system ready for despatch in a timely manner.
· Contact customers by telephone with RA queries e.g. confirming credit card details, obtaining full delivery address etc.
· Check / monitor the sales email inboxes and online orders throughout the day, and process / action.
· Liaise with the Sales Team to ensure customer orders are created with accuracy when queries arise.
· Confirm the RAs to the customer by email and send product instructions, or a link to where they can be downloaded as appropriate.
· Ensure that the company systems / Contact management system are complete accurately and completely.
· Organise work levels effectively and in an organised manner.
Inbound Sales Activity, (phone, email or online)
· Respond to all inbound Sales activity Calls and convert to an order, ensuring that the full range of products and services are promoted and explained to Customers.
· Assist with written quotations to customers same day and update sales administration / contact manager systems accurately.
· Ensuring that competitive rates are advised to customer requirements and product availability.
· Liaise with the Operations department regarding timescales for the despatching and multiple orders to ensure customer requirements are met.
· Pass on any relevant leads to the sales team and advise management of any competitor activity.
Customer First
· Provide Customer First Service to all Customers.
· Deal with all Customer Contacts (by telephone, online or email) according to the departments SLA’s.
· Assist with the resolution of customer queries or complaints as per the departments SLA and help with other customer issues as and when required.
· Escalate any customer issues / complaints immediately to management, when potential problems occur.
· Work with other departments i.e. Sales and Operations to ensure Customer First is delivered.
· Make courtesy calls to follow up on activities and ensure customer retention and identify future sales opportunities.
Sales policies and procedures, i.e. Company Credit policy
· Adhere to company procedures, at all times.
Quality Management System
· To ensure that all processes are followed and adhered to as stipulated in the Cellhire Quality Manual and Procedures in accordance with BS EN ISO 9001:2015.
Additional Projects
· Additional projects within the level of competency of the employee will be requested by the Line Manager, Department Manager or Directors of the company.
· Any other duties within level of competence as requested by the Directors or Management of the company.
Post Holder : ………………………………………….. Date : ……………………
Manager : ………………………………………….. Date : ……………………