Customer Support Champion

6 months ago

Preston, United Kingdom First Trace Heating Direct Ltd. Full time

First Trace is an award winning family business, based in the Docklands area in Preston and are suppliers of underfloor heating and electrical trace heating.

We are searching for a full time Customer Support Champion who will share our passion for core values which are:
**ENERGY** - With a positive nature and can-do attitude, we're full of drive, passion, charisma and fun.

**TOGETHERNESS** - We're an approachable, family business - listening, learning and working together to get a great job done.

**TRUST** - We value our amazing team and we're confident they'll deliver for you, every single time.

**GOING BEYOND** - We're all about exceeding expectations, so we're proud to go above and beyond, as standard.

**CARING** - We're a considerate, attentive team that appreciates your challenges and works hard to make life easier.

If this is you, we'd love to hear from you

**ROLE OVERVIEW**:
In this varied and highly valued front of house position, you will be working as part of a small team as the first point of contact to our customers to deal with all of their enquiries professionally and accurately by putting the customer at the heart of everything you do.

You will provide accurate quotations based on technical data, place customer orders and process invoices to support our 24-hour shipping promise.

You will support with the accurate processing of sales orders as and when required and provide technical support to customers on our Electric and Trace Heating product ranges.

Technical product training will be given. A natural interest in and ability to retain technical information will be beneficial.

You will also provide support our external sales force by identifying potential opportunities. You will develop and maintain robust relationships with new and existing customers to promote our products and services at every opportunity and you will update our CRM system accordingly.

You will assist the sales force with general daily sales administration activities for UK orders.

**Responsibilities to include**:

- Liaise with customers to support with their enquiries
- Answer the telephone professionally
- Provide customers with accurate quotations and process customer orders
- Process invoices for all sales transactions
- Communicate internally important feedback from customers
- Provide after purchase product and technical advice to customers
- Manage customer databases, including product warranties
- Drive upsell/cross sell opportunities where possible
- Proficient use of our CRM system
- Review stock levels and alert management of any issues
- Contribute to reviewing, improving and creating new processes
- Contribute to inducting and training new members of the team
- Deal with inbound calls efficiently and effectively
- Support our field sales team to generate business opportunities
- Forge strong relationships with existing customers and support them with requirements in between their onsite visits from their external sales representative
- Make outbound market research calls to promote our products and services and outbound quote chasing calls to identify progress on outstanding enquiries (these are not cold calls)
- Obtain feedback to gather non-conversion reasons
- Demonstrate behaviours in line with the company values

**BENEFITS**:

- On-site parking, staff social events, friendly branded office, access to Eden Red high street discount programme

**THE ROLE**:
This is a permanent, full-time, office-based role working 8.30am
- 5pm Monday - Friday with a 30-minute lunch-break and paying £24 - £25k per year, negotiable based on experience

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Sales administration/order processing: 1 year (required)

Work Location: In person

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