Customer Support Co-ordinator

7 months ago

Wigan, United Kingdom Ainscough Crane Hire Full time

Customer Support Co-ordinatorStandish, WiganOur Customer Support Co-ordinators do just that. They support wider areas of the business, building relationships with both internal and external customers. This role works as part of the Customer Support Centre and acts as a first point of contact for all enquiries, offering solutions and ensuring an exceptional customer service. You will provide customers with an easy and informative experience, guaranteeing a quick follow through of any details they require, identifying opportunities to provide additional services whilst progressing enquiries through to conclusion, ensuring that site visits are scheduled, and that administration is complete.

Key Accountabilities/Responsibilities:
Pre-Order
- Be the first point of contact for inbound sales enquiries, ensuring that revenue is maximised through reactive and proactive sales, e.g., quote requests, orders, information requests and requests for site visits.
- Track and follow up on sales opportunities and quotations, upselling and cross-selling and converting quotes to orders.
- Capture every lead and opportunity from inbound enquiries and outbound follow up calls on the CRM system and ensure customer information is kept up to date.
- Ensure all lead qualification information is complete and reviewed to ensure enquiries are handled efficiently and effectively.
- Arrange for a Contract Lift Manager or an Area Sales Manager to visit customers and ensure that technical enquiries are resolved in a timely and proactive manner.
- Provide indicative pricing, escalating for pricing support as required, generate quotations and issue to the customer within the defined KPI.

Post-Order
- Check purchase orders against quotations, converting quotations to hire agreements, obtain an electronic signature on hire agreement and process payment if required.
- Review completeness of all order documentation obtain outstanding information and ensure the CLM completes the full RAMS before handing over to the depot network.

Person Specification
- Strong sales and customer service experience within an operational environment (essential)
- Previous experience of using Telephony & CRM systems (desirable)
- Previous experience within a contact centre environment - (desirable)
- Construction sector experience - (desirable)
- Understanding of the full end to end sales cycle (essential)

Skills/Abilities
- Ability to identify and close sales opportunities using negotiating and influencing skills (essential)
- Willingness and ability to learn, understand and communicate technical detail and information around Crane Hire and Contract Lift (essential)
- Excellent communication skills (essential)
- Ability to organise, plan and manage time (essential)

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