Customer Experience – Sales Support

As the Sales Support Specialist you will be responsible for dealing with new customer enquiries, qualifying warm leads and producing quotes.

As a well‑established global manufacturing business, the role involves providing excellent customer service and support for orders and general enquiries.

Job Responsibilities

• Deliver an excellent customer experience and support to internal and external customers for orders and general enquiries
• Ensuring all requests are prioritised, organised and processed accurately and on time; taking ownership for resolution
• Mailbox Management: Ensure active management of CS Key Accounts mailbox throughout the day. Passing queries to relevant colleagues with as much information as possible.
• Key Account Support: primary customer service contact for key accounts and strategic accounts
• Lead Qualification: Qualify all sales leads before passing to the sales team
• Customer Success: Proactively engage with disengaged accounts to assess their needs and identify ways to re‑engage the company
• Order Processing: Process all Key Account orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer.
• Communication: Internal and External communication to ensure fast and accurate processing of orders.
• Customer Enquiries: Delivery Date Chasers, Document Requests. Be proactive, take ownership, and be comprehensive in replies to anticipate the next questions. Ensure responses are within the KPI.
• Credits / Returns: Ensure all complaints, credits and returns are actioned within KPI expectations and logged accurately, enabling root cause analysis. Ensure consistent follow‑up and proactive customer updates. Work with customers, Sales and Service to ensure customer satisfaction and first‑time resolution.
• Warranty Replacements: Support Service enquiries with warranty replacements and ensure technical calls have all the relevant information to facilitate quick and easy resolution.
• Complaints: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
• Collections: Liaise with the warehouse and customers to arrange EX Works shipment.
• Export Compliance: Ensure all enquiries and orders are dealt with whilst adhering to company export compliance policies, and elevate to leadership when necessary.
• Calls: Ensure all phone calls are answered within the SLA of 20 seconds.
• Actively support the customer experience evolution to best in class.
• Ensure compliance with GDP, ISO 9001 and any other applicable quality standards.

Candidate Requirements

• Experience in providing quality Customer Service, Sales Support, Sales Lead, Sales Quotes, Internal Sales, Account Management, Key Account Management
• Experience providing quality customer service
• Experience working in a B2B environment
• Excellent communication skills, being able to communicate at all levels. Strong organisational skills
• IT skills on MS Office Suite
• Good standard in education, including Maths and English, with GCSE (or equivalent) at Grade C or above
• Proven ability to work flexibly and accurately, and as part of a team
• Microsoft Dynamics 360 Business Central (full training will be provided)

Locations

• Stone
• Stafford
• Newcastle under Lyme
• Cheadle
• Yarnfield
• Eccleshall
• Woore
• Rugeley
• Stoke on Trent
• Uttoxeter
• Abbots Bromley
• Keele
• Penkridge
• Surrounding areas

Ideal Experience

• Sales Support
• Internal Sales
• Key Account Management

Hours: Monday – Thursday, 9:00 am – 5:00 pm – Friday 8:00 am – 4:00 pm

Salary: £29,000 Per Annum

Moves to Hybrid after training is completed, Monday and Friday WFH and Tuesday to Thursday in the office