Job Description

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This is an opportunity to become a key individual in a leading wholesale national distributor. With over 40 years of experience in the industry and a passionate team to work with, they aim to become the supplier of choice in their industry. This role is pivotal in the fulfilment of this vision.

In this challenging, fast-paced and interesting role you will be working closely with our customers helping to ensure they have what they need, when they need it. The ‘customer experience’ is in the hands of this dynamic and closely-knit team. Their customers need, and deserve, the best in support and service and it will be your responsibility to ensure this happens every day.

You will provide essential telephone and face-to-face support to customers, maintain excellent relationships and handle and process incoming sales orders and enquiries. Main duties will include:

• Providing a reliable and positive telephone support to customers
• Receiving incoming sales orders and enquiries by telephone, email or fax, or from verbal instructions, enter details onto ERP system
• Discussing discrepancies with customers
• Handling customer queries and complaints and follow through to satisfactory resolution
• Tracking and monitoring order progress
• Assisting Sales Team as required
• Keeping the CRM system updated and accurate

To succeed in this role you will have the ability to communicate clearly, confidently and competently on the telephone, even when under pressure. This is a ‘front line’ role and, to their customers, you are their contact-point and they will expect you to understand them, to help them and, if there is a problem, to resolve it quickly and competently.

Detailed knowledge of our products, individual customer pricing and stock availability are key attributes you will be expected to possess and full training will be provided.

In this demanding role you will work alongside our Sales, Marketing, Finance and Operations Teams and act as co-ordinator and communicator, internally and externally. The ability to remain calm and confident under pressure is essential.

You will need to demonstrate competence with electronic communication and customer records management together with accuracy in data entry.

Required Knowledge, Skills, and Abilities