Sales Support Coordinator

7 months ago

Bath, United Kingdom Gentlemen's Hardware Full time

***:
The Sales Support Coordinator will play an important role in supporting independent retail customers and the sales team, ensuring the supply chain runs smoothly from sign off through to delivery. The goal is to provide excellent sales support and customer service in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

**ROLES AND RESPONSIBILITIES**:
**Order Management**
- First point of contact for retailers for all supply chain, order queries and product knowledge requests via telephone and online channels.
- Process orders and dispatch to the warehouse in an efficient and timely manner.
- Complete and check shipping paperwork and correctly invoice all orders per guidelines.
- Maintain a clean and accurate orderbook by analysing orders both incoming and on the system to ensure that dates requested, delivery addresses, and all other information is correct and achievable.
- Coordinate packaging requirements to ensure orders are packed to customer requirements.
- Complete customer EPoS data requests and‘New Product’ set up forms with the requested and detailed product information, pricing and availability dates.
- Work with customers to resolve disputed credit items/terms.
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Process customer orders/changes/returns according to established department policies and procedures.

**Communication**
- Support the Team Leader and Sales Team in all account queries and order status.
- Communicate with customers regarding prices, unavailable items, shipping date, anticipated delays, and any additional information needed by the customer.
- Work closely with internal teams and warehouses.

**General**
- New account set up and onboarding for new independent retail customers.
- Maintain an accurate database of customer information.
- Undertake ad hoc duties as assigned.
- Travel to the Warehouse and tradeshows may be required as needed. Associated expenses will be reimbursed according to employment agreement terms.
- Organise samples for customers and sales team, ensuring these meet the selection deadlines.

**Knowledge Areas and Requirements**

To succeed the Sales Support Coordinator must have:

- 1-2 Years experience in a customer service role or a related role is preferred
- Ability to multi-task and manage competing priorities.
- Good attention to detail and organisational skills.
- Flexible approach to work and able to change focus quickly as events demand.
- Works cooperatively and effectively with others in a team to achieve shared objectives.
- Good knowledge of Gmail and Microsoft Office including intermediate level of Excel.
- Comfortable learning new systems.
- Excellent communication skills, both written and verbal.
- Excellent interpersonal and customer service skills.
- Strong problem-solving and listening skills to determine the best possible solution for customers issues, wants and expectations.
- The ability to remain patient and polite when dealing with customer complaints.
- Live within a reasonable commute to our Bath office.
- Work in the office 3 days per week.

**SUCCESS FACTORS AND EXPECTATIONS**:

- Communication and Listening - Must be a skilled communicator, with the ability to fully listen and understand customers, co-workers and leadership and address their needs appropriately.
- Teamwork -Team player and ability to work well with mangers and staff. Collaborative and compromising, able to foster a positive work environment.
- Leadership and Honesty
- Gain the trust of co-workers and management, and strive to be ethical in all decisions.
- Energetic - Must possess a positive attitude and eagerness to work to complete assignments in a timely fashion and strive to maintain the highest standards at all times.

**OUR VALUES**:
**INSPIRE**

We nurture an inspirational culture that is positive, enthusiastic and fun, where we do what we love, and we love what we do.

**RESPONSIBILITY**

Through shared ownership and individual accountability.

**CHALLENGE**

We encourage challenge through listening and thoughtful discussion.

**TRUST**

We develop meaningful and trusted relationships through staying connected and being transparent.

**EMPOWER**

We empower quality growth through supporting creative thinking, risk taking and self-development.

Pay: £22,500.00-£23,800.00 per year

**Benefits**:

- Casual dress
- Company pension
- Employee discount

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Bath, BA1 1BL: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer Service: 1 year (required)

Work Location: Hybrid remote in Bath, BA1 1BL

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