Customer Support Representative in Liverpool

SMT is a leading full-service distribution company specializing in machinery and trucks. Our focus is on providing equipment for the construction, material handling, recycling, and transport industry. Launched in 2010, we have a heritage dating back to 1946. Our mix of agility and international experience provides a synergetic environment. We are active in large parts of Africa, Belgium & Luxembourg, Great Britain, the Netherlands, and in the US.

We are looking for a Customer Support Representative to join our regional sales team. This is a fantastic opportunity to take the lead in growing the aftermarket business by utilising customer and market information in order to develop local strategies and business plans. You will be responsible for selling the complete range of Customer Support products and service solutions together with the management of both new and existing customer accounts.

Responsibilities:

• To develop plans for aftermarket business growth aligned with both the depot and overall organisational objectives through effective use of customer and market data.
• To maintain and grow the Customer Support Agreement market penetration through the existing machine population.
• To follow up on parts and service estimates created from Engineer Report Generator’s, Engineer Leads and parts enquiries in order to maximise conversion rate.
• To identify opportunities in order to increase the participation rate of estimates.
• To lead aftermarket promotions through effective communication and management of depot personnel together with active engagement of customers.
• To identify, report and create actions to address any risks to existing business including Customer Support Agreements.
• To develop and maintain customer relationships whilst seeking opportunities with new customers and maintaining market segmentation data.
• To gather machine population information from customers to ensure accurate fleet database and create sales strategies.
• To monitor and report monthly on competitor and market activity together with variance to business results.
• To represent the organisation at trade exhibitions, events and demonstrations.
• To create detailed proposal documents, often as part of a formal bidding process ensuring accurate, rapid cost calculations providing customers with professional quotations where required.
• Work in accordance with SMT GB standards of health, safety, quality and environmental care.
• Any other duties that may be reasonably requested by your manager.

What You'll Need:

• Must be motivated and able to work on own initiative.
• Strong and applicable commercial knowledge with sound business acumen.
• The ability and desire to sell using strong personal credibility and interpersonal skills.
• Demonstrate good communication skills (listening, verbal and written) with the ability to develop professional relationships at all levels.
• Self-motivated and proactive with a strong sense of ownership and follow up.
• The skills and ability to work both independently and as part of a team.
• Ability to act decisively to facilitate decision making.
• The ability to effectively negotiate by overcoming objections as well as dealing with rejection.
• A strong Customer Service bias; someone who is solution-focused and able to deliver on commitments internally and externally.
• The ability to chair effective meetings including preparation, recording of actions and progress chasing.
• Building and maintaining Dealer’s and Customer’s Relationships.
• Representing SMT GB’s Values and Vision.
• Understanding Supporting SMT GB Tools and Systems.
• Understanding the Customer’s business needs.
• Understanding SMT GB’s Total Product Offering.

What's in it for you?

• Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentist appointments, physio and more.
• Free Physio Access – Speak to a physio by phone or video.
• 24/7 GP Service – Private GP access anytime.
• Enhanced Sick Pay – Extra support when you’re unwell.
• Family Leave – Enhanced maternity, paternity and adoption leave.
• IVF Support – Paid time off for treatment and appointments.
• Retirement Support – Enjoy bonuses and phasedown days when it's time to retire.
• Pension – We match your contributions up to 5%.
• Car Leasing – Salary sacrifice schemes through Tusker or Octopus.
• Cycle to Work – Save on a new bike and accessories.
• Discounts Platform – Save on groceries, holidays, shopping and more.

You’ll also have access to a range of team-focused benefits, including a refer-a-friend bonus, long service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards.

Our values can be described as Caring, Daring and Sharing. Caring because we are service-minded, and we always like to go the extra mile for our customers and give our people the attention and care they deserve. Daring because we are innovative in our business, constantly looking for smart improvement. And finally Sharing because we realize we’re doing this together; with our clients, with a great team of skilled specialists, excellent manufacturers and reliable suppliers. These values create an engaging environment for passionate people who like to work in a place with purpose.