Customer Service

• Permanent Full Time Position (37.5hrs/week 9am-5pm Mon to Friday)
• £24,500 - £28,000 per annum dependent on experience
• Office based, located in Belfast Titanic Quarter BT3 9DH

Description
In this role, you will work as part of a 6-person customer service and sales team providing support to our sales representative and account managers, effectively responding to customer and prospect queries. You will ensure customer service needs are met, new sales are generated, and customers onboarded successfully. You will report to the Business Development Manager.

You will advise customers on how to access and use our services, answer general queries and prepare estimates via telephone, on site visits (within NI), email or online meetings. You should have a good foundation in a customer support role with a commitment to customer care / sales. This position is office based where you will also receive training and support from the wider business development team and other departments. This role has scope to recruit someone with lower or higher level of experience in customer service / sales support.

Our company provide cost saving mailing solutions to private business and public sector clients across Northern Ireland including charities, solicitors, schools and the NI Health and Social Care Trusts and facilities. We provide clients a daily mail collection from their office and provide a direct mail service from our mailing house in BT3. We assist clients to post mail worldwide including office mail, magazine and secure parcels.

If you are comfortable gaining technical product knowledge and have a professional and friendly approach with customers, then we can offer you a supportive and relaxed environment in which you can thrive.

Salary range: £24,500 to £29,000 dependent upon experience. We offer a Contributory Company Pension - 29 days (including statutory) paid holidays increasing up to 31 - an engaging and supportive working environment - ongoing coaching and skills development. Free on-site Parking close to train station and bus routes. Mileage paid if using own car for occasional customer visits.

Full training provided on the services we offer and systems we use. Experience in B2B sales/customer service or experience of the print/mailing industry would be advantageous.

Key Roles And Responsibilities

• Respond to incoming telephone calls/emails to answer queries / requests
• Provide information on our products and services, process orders / set up new accounts
• Contact prospective customers by email / telephone / site visit
• Ensure high levels of customer retention and repeat sales through exceptional customer care, account management and successful onboarding of new customers.
• Proactively build client relationships / identify sales opportunities
• Follow up on estimates and enquiries to secure repeat and/or new business.
• Administrative support to the team such as preparing data reports and tables
• Liaise with suppliers and colleagues as required.
• Contribute to maintaining and updating written procedures and customer user guides, and ensure that accurate information is maintained on our CRM and MI systems.
• Maintain up-to-date knowledge of products and services and associated industry knowledge.
• Always act professionally and in accordance with company policy including health and safety and GDPR.
• Contribute to a culture of continuous improvement and innovation
• Demonstrate high levels of integrity and honesty at all times, establishing a culture of both personal and organizational trust.
• Ability to work flexible hours around the needs of both customers and Postal Group.
• To undertake any other duties as requested by the Business Development Manager in accordance with the scope and responsibilities of the role.

Essential Skills And Experience

• Previous experience in a customer service / sales support role
• Good understanding of sales and business principles
• Confident and capable communicator on telephone, email, face to face
• Able to handle queries and make prospective sales calls / follow up.
• Strong oral and written communication skills with the ability to discuss price, timescales and detailed requirements clearly and professionally.
• Able to adjust communication style/method to ensure positive outcome.
• Skilled in relationship building
• Good attention to detail and confident with numeracy, able to maintain accurate records.
• Good team worker with flexible approach to their work
• Exceptional planning, organisation, collaboration and time management skills
• Confident using MS Office including Outlook, Excel, order processing, management information and CRM style systems.
• Proven ability to organize, prioritize, plan and adjust workload effectively.
• Resilient and solutions focused
• A self-starter who uses initiative / can work well with minimal supervision.
• Clean UK driving license and access to own car

Desirable Skills And Experience
Desirable

• Experience in B2B sales and customer service
• Experience in telesales / field sales
• Proven experience of client relationship building and client retention
• In-depth understanding of sales principles and customer service practices
• Experience in marketing / sales management
• Experience within the mailing, print or similar industry.
• Experience preparing and delivering presentations on products/services.
• Experience of reporting writing, data analysis.
• Qualifications in sales / marketing / customer service
• Experience estimating costs / having price-based conversations with customers.
• Analytical and multitasking skills / Teamwork and motivational skills

Who should apply.?
We welcome applications with the following skills / experience: sales support, sales, customer administration, telesales, customer service, account management, customer retention, customer support or similar roles.
Postal Group is an Equal Opportunity Employer. We do not discriminate on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, veteran status, sexual orientation or any other characteristic protected by law.

Postal Group are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

Should you require any reasonable accommodations to apply or interview for this role please email Stephanie Church.

Skills
Excellent customer service Sales Support Administrator

Benefits
pension free parking Fuel Allowance Paid Holidays