Customer Service Advisor- Rack Group

4 months ago

Barnsley, United Kingdom IWS Group Full time

IWS Group is a fast-growing family of specialist industrial product owners and service companies, each of which are market-leaders in their niche. The Group’s range of products and solutions cover workplace safety, impact protection, racking & shelving, recycling, 5S and visual communications, primarily serving the warehousing, logistics and material handling industry, with full turnkey services and a network of distributors across Europe and beyond.

The Rack Group have been established for over 40 years as the UK’s leading pallet racking repair and maintenance professionals. The Rack Group name is synonymous within the industrial storage equipment industry for its continued mission to improve all aspects of safety associated with racking inspections, racking maintenance and racking protection. Over the years we have worked with the biggest names in retail to create bespoke racking repair systems and methods of keeping costs to an absolute minimum. The Rack Groups expertise and dedication to enhancing all safety aspects associated with the use of storage equipment have resulted in a service that meets and, where possible, exceeds the recommendations laid out in European Standards and SEMA guidelines for pallet racking safety.

**Position**:
The Rack Group Ltd are looking for a motivated and sales-oriented professional to join our sales team as a Customer Service Advisor (CSA). The CSA will be responsible for developing new leads, communicating with customers and understanding their needs, whilst building positive customer relationships.

The CSA will be responsible for processing customer sales enquiries, from enquiry handling to quoting, to conversion and aftersales service. Success in this role will see sales opportunities optimised and converted, whilst ensuring high levels of customer experience are maintained and our reputation as a responsive, quality, full solutions provider is enhanced.

Capabilities in problem solving, effective communication, influencing, and negotiation are key to for this role and will allow those customer/working relationships to grow.

This role will involve working alongside other members of the Sales and Project Delivery team to ensure the timely completion of projects.

**Responsibilities**:

- Handle customer sales enquiries, from initial enquiry acknowledgement to qualification, quoting, conversion and aftersales.
- Communicating with customers, making outbound calls, and following up on leads, whilst understanding their needs and identifying sales opportunities.
- Follow-up on outstanding quotes and maintain a sales pipeline.
- Process purchase orders/proformas, raising supplier purchase orders where needed for required stock/equipment and passing the now live project onto the delivery department.
- Proactively and regularly manage customer expectations, keeping them informed of timeframes for quotes and delivery/ETA.
- Identify and promote cross-sell and repeat business opportunities.
- Maintain regular contact with customers throughout the sales process.
- Carry out the Inspection breakdown process enabling quotations to be completed as accurately as possible.
- Manage the impact and costs of scope changes and variations.
- Coordinate with Finance team to ensure that direct sales projects are invoiced efficiently.
- Create and maintain auditable trails of documentation and measurable data using company databases.
- Systematically follow up with customers post-sale to gain feedback on their experience and identify any further requirements and opportunities to introduce other products and services.
- Attend scheduled meetings to review SLA’s and KPI’s.
- Maintain commercial awareness of our key markets, competitor products, pricing and service offerings, and review regularly with key stakeholders with a view to ensuring our offer/range meets our clients demands.
- Represent IWS group companies within the marketplace where required by management.
- General duties to support the wider sales team.

**Requirements**:

- Good standard of general education backed by a track record of continuing professional development.
- Customer Service Experience
- Able to prioritise, develop work schedule, and influence others to achieve results.
- Good organisational skills and the ability to multitask.
- Excellent communication and engagement skills.
- Exceptional customer service skills.
- Experience working with Microsoft computer package.
- Initiative-taking, hands-on, can-do attitude.
- Able to work independently and autonomously when required.
- A result orientated problem solver.
- Diligence, tenacious, persistent, and balanced.

**Other information**:

- Competitive salary (based on skill & experience)
- 40 Hours per week
- 23 days holiday
- Health Care Cash Plan (after completion of probation)
- Company sick pay support scheme (after completion of probation)
- Employee Assistance Programme (including 1:1 counselling)
- PERKS retailer discount scheme

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