Telephone Account Manager

Empire Tapes is a specialist manufacturer and supplier of adhesive tapes serving industrial, construction, manufacturing and trade customers across the UK. Our growth is built on dependable service, flexibility, strong customer relationships and a commitment to providing reliable, well‑supported tape solutions. We are seeking a Telephone Account Manager to join our Internal Sales team in Rotherham. This role focuses on re‑engaging lapsed customers, developing new business and managing day‑to‑day sales activity within our internal sales function. You will play a key role in revenue growth, customer retention and service delivery, ensuring Empire Tapes remains a reliable partner for our customers across multiple sectors. PRINCIPAL RESPONSIBILITIES This position is office‑based in Rotherham. As a Telephone Account Manager, your primary focus will be generating new business opportunities through outbound activity (70%), while supporting and maintaining existing accounts through consistent communication and service (30%). You will contribute directly to the commercial performance of the business by increasing active customers, improving order frequency and ensuring high levels of customer satisfaction. Customer Contact and Account Development Act as the main day‑to‑day contact for customers within your call portfolio, building trust and repeat business. Make structured outbound calls to lapsed, existing and prospective customers to drive new orders and re‑engagement. Support account profitability by identifying cross‑sell and upsell opportunities aligned to customer needs. Work closely with the External Sales Manager to pass on high‑value opportunities and contribute to joint account plans. Ensure customer expectations on stock, pricing, and lead times are managed clearly and professionally. Use your product knowledge to advise customers on suitable tape solutions for their applications. Stay informed on industry trends, competitor activity and emerging customer requirements. Support customers with basic technical guidance, product comparisons and usage recommendations. Maintain a strong understanding of the Empire Tapes range to promote opportunities for increased adoption. Work towards daily and weekly outbound targets to build a strong and consistent sales pipeline. Identify and convert new trading customers through targeted outbound activity. Support pricing decisions and margin protection through accurate communication and proactive issue escalation. Maintain an up‑to‑date pipeline of prospects, enquiries and growth opportunities. Communication and Documentation Keep CRM records clear, accurate and fully updated following each customer interaction. Communicate product updates, promotions and new launches to customers through structured call activity. Contribute to internal sales meetings with updates on customer performance, trends and opportunities. Address issues promptly and professionally, working with operations, logistics and finance to resolve matters efficiently. Feedback and Continuous Improvement Gather customer feedback to support improvements in product offering, pricing structures and service levels. Work with the wider commercial team to implement improvements that support customer retention and growth. Effective Customer Account Management This role requires a proactive, commercially focused approach, with success dependent on developing strong customer relationships and increasing order activity across your portfolio. Key focus areas include: Relationship Building: Build strong rapport and trust with customers through consistent, clear communication. Opportunity Identification: Recognise gaps in customer ordering patterns and promote relevant product solutions. Enablement: Help customers understand the full Empire Tapes range to support greater product adoption. Data Utilisation: Use CRM, sales history and customer data to identify trends and forecast opportunities. Retention & Growth: Strengthen customer loyalty through reliability, transparency and responsive service. Collaboration: Work closely with internal departments to ensure a smooth customer experience from quote to delivery. SCOP OF POSITION Reports to the Commercial Manager. Full‑time position (40 hours per week). LOCATION This position is based at the Empire Tapes facility in Wath‑Upon Dearne, Rotherham. PERSON SPECIFICATION Key Skills Experience in outbound telesales or internal sales. Strong communication and customer‑handling skills. Commercial awareness and the ability to identify opportunities. IT proficiency across CRM, Excel, Word and Outlook. Knowledge and Experience Minimum 1–2 years in an internal sales, telesales or customer service role. Proven ability to generate new business and manage existing accounts. Experience in industrial, construction, manufacturing or trade supply sectors is advantageous. Strong organisational and follow‑up skills. Personal Attributes Confident communicator with a proactive mindset. Reliable, organised and able to manage multiple tasks. Positive attitude with strong problem‑solving skills. Team‑oriented and commercially driven. Why join Empire Tapes? You’ll be joining a team that works closely together, communicates clearly and takes pride in delivering a reliable service to our customers. The environment is fast‑paced but supportive, with opportunities to learn, develop and take on more responsibility as you grow. As part of the Zeus Group, you’ll also benefit from the backing of a larger organisation, access to wider resources and the stability of a group with strong long‑term growth plans. #J-18808-Ljbffr