Internal Sales

2 days ago

Salford, Salford, United Kingdom RICOMAN Lighting Full time

Location:
Salford

Department:
Sales Support

Reports to:
Operations & Marketing Director

About RICOMAN

RICOMAN designs and manufactures innovative lighting solutions for workplaces, retail, and commercial interiors. We're passionate about delivering excellent customer service, technical expertise, and reliable communication at every stage of a project.

We're looking for a proactive Internal Sales & Customer Support Team Leader
to lead by example and elevate the standard of service across our Sales Support function.

The Role

You'll lead a small team (yourself and one other) to deliver a fast, professional, and proactive customer experience. You'll be hands-on — handling enquiries, processing orders, and communicating with customers — while also improving how we engage, follow up, and retain clients. This role combines customer care, leadership, and internal sales
to help us strengthen relationships and drive growth.

Key Responsibilities

Customer Service (Active & Lead by Example)

  • Answer incoming customer calls and emails quickly and professionally.
  • Prepare accurate quotations and send order confirmations.
  • Process sales orders and ensure smooth communication through to delivery.
  • Track orders, manage call-offs, and keep customers updated on delivery schedules.
  • Follow up on quotes and enquiries to help secure orders.
  • Handle customer returns and debit notes professionally.
  • Own customer issues until resolution — liaising internally to ensure the right outcome.

Team Leadership & Service Improvement

  • Lead and support the team in day-to-day Sales Support tasks.
  • Audit communication quality monthly (tone, accuracy, and response time).
  • Develop and uphold RICOMAN's Customer Service Standards and templates.
  • Introduce a proactive communication rhythm — updates before customers ask.
  • Track and report response times, quote conversion, and customer satisfaction metrics.

Internal Sales & Business Growth

  • Revisit dormant and lapsed accounts with Sales Reps (SPCs) to re-engage customers.
  • Create a structured "follow-up" rhythm after quotations.
  • Warm up new inbound enquiries before handing over to the sales team.
  • Prospect and qualify new leads from exhibitions and marketing campaigns.

About You

  • Experienced in internal sales or sales support, ideally in a B2B/manufacturing environment.
  • Excellent communicator — friendly, confident, and professional by phone and email.
  • Strong organisational skills with attention to detail.
  • Proactive and solutions-focused, with a passion for customer experience.
  • Comfortable leading by example and improving how things are done.
  • ERP/CRM experience (e.g. Unleashed, Cin7, Monday, Pipedrive) is an advantage.

Why Join RICOMAN

  • A key role shaping customer experience and driving sales growth.
  • Opportunity to lead a small, dedicated team and improve how we work.
  • Friendly, supportive culture where new ideas are encouraged.
  • Be part of an exciting phase of change as we modernise systems and processes.

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