Accounts Operation Executive in Manchester

ESL connects the demand and supply of electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently. The company joins supply chains together in a simple and easy-to-deliver way. We operate globally offering fast deliveries and making things easy both for our customers and our suppliers, developing long-term relationships with them. ESL is headquartered in Manchester and operates with a strong international presence. It was founded by two female entrepreneurs 19 years ago (both are still in the business), and the company has 75 amazing people with brilliant skills.

Summary

Supports our Account Managers in driving sales and maintaining strong customer relationships. As the main point of contact for customers and suppliers, you'll provide professional sales support, process orders, manage administration, and coordinate with suppliers, warehouses, and internal teams to ensure timely delivery and excellent service. You'll also support Account Managers with quotes, price lists, and general administrative tasks.

Key behaviours

• Customer Centric – The customer is the priority and should be the forefront of all daily actions and routines and hold accountability for your own actions. To manage and clearly communicate with your customers that you support, manage expectations and able to diffuse escalations that you may encounter.
• Clear communication and ability to show empathy – Understand the daily challenges and rigour and be able to support your team when needed. Understand your responsibilities to your customer and account manager in delivering customer centric service to help achieve business goals and targets.
• Time management – Supporting daily tasks and asks, being able to communicate responses within a timely manner and SLA’s when appropriate, with relevant detail. Understand when a task should be escalated and who it should be escalated if first time fix has not succeeded. Ability to manage your inbox/customer and understand how to prioritise actions.
• Challenge the norm – Look and observe opportunities to help move the business forward, feeding back in a professional and constructive manner. Help generate ideas and processes that could benefit our customers, look at how best to feedback this information to key stakeholders around the business.
• Attention to detail and accuracy of data – Being able to understand the importance of data accuracy, how bad data could impact our business and customers. You will have the ability to show confidence in your data and facts. Also be aware that certain data you will be required to manage in a confidential manner.

Key Responsibilities

• Collaborate with internal departments to resolve supply or data-related discrepancies.
• Clear guidance and communication with your account manager/managers to help support and manage your customers and suppliers.
• Completing quotes and processing orders efficiently and accurately within a timely manner.
• Manage internal and external communication types (Mailbox/Telephony).
• Help support other areas of the business when required on an ADHOC basis.

Key Skills

• Telephony and email etiquette and support.
• Accuracy and precision data handling involving Microsoft Excel.
• Problem solving and critical thinking.
• Teamwork.
• Patience and Empathy.
• Ambitious and self-motivated.
• Troubleshooting and review of customer journeys.
• Ability to manage and prioritise your day-to-day operations.
• Foreign language proficiency (only required if spoken language needed).

Please note this role is hybrid and requires 3 days in the office. The days required may vary, depending on business needs.