Sales-Driven Customer Care Coordinator

The Customer Care Coordinator is responsible for providing exceptional customer service and support. This role plays a crucial role in driving sales opportunities by actively probing customers during customer care interactions and working alongside the administrative Backoffice teams. The goal is to maximize sales potential and enhance the overall customer experience and improve operational administrative processes.

Responsibilities

• Proactive approach to dealing with high volume incoming calls, transferring timely and accurately.
• Build and maintain strong relationships with existing and potential customers, acting as a trusted point of contact.
• Collaboration with Sales Team: Establish strong communication channels with the sales team. Coordinate with the sales team to share key customer insights and sales opportunities identified by the customer care team. Ensure that all relevant information is accurately transferred to the sales team for further follow-up via CRM system.
• Ensure that once information comes back that quotes are completed and done within KPI limits agreed across departments.
• Process Improvement: Continuously evaluate existing processes and procedures for forwarding requests for quotations to the sales team. Identify areas for improvement in terms of capturing sales opportunities during customer care interactions. Collaborate with cross-functional teams, such as sales, marketing, and operations to implement enhancements to better integrate sales opportunities into the customer care process.
• Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement.
• Reporting and Analysis: Generate regular reports on sales opportunities identified by the customer care team. Analyze trends and patterns in customer interactions to identify areas for improvement and develop strategies for maximizing sales potential.
• Customer Relationship Management: Foster strong relationships with customers through exceptional customer service. Encourage the customer care team to build rapport and trust with customers, creating an environment conducive to exploring sales opportunities.

Qualifications

• Proven experience in a customer care or sales support role.
• Strong knowledge of customer service principles and sales techniques.
• Excellent leadership and interpersonal skills, with the ability to motivate and manage a team effectively.
• Effective communication and negotiation skills.
• Analytical thinking and problem-solving abilities.
• Proficiency in using customer service software, CRM systems, and MS Office Suite.
• Support internal admin and customer care teams with administrative tasks at peak times.

Skills and Capabilities

• Knowledge of manufacturing industry an advantage.
• People and communication skills with a positive mindset.
• Able to work with minimal supervision.
• Proficient in using Microsoft Office Suite.
• Knowledge of Inspire systems, however training can be given.

Benefits

• Competitive salary and benefits including pension, healthcare, life insurance and wellbeing platforms.
• A fast-paced working environment.
• An excellent working culture and community.
• A structured induction plan with continued learning and development.
• A key role where you can make a direct contribution to our business.
• Not exhaustive – your manager may add additional tasks, as required to complete the company strategy.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.