Role Purpose
To work directly with customers from initial enquiry through to quotation and order placement. The role combines customer service, design support, technical product knowledge, and estimating to create tailored solutions and accurate quotations for timber frame buildings, insulated panels, cladding, roofing, doors, windows, and associated products. The position acts as the bridge between customer requirements, design solutions, and production teams.
Key Responsibilities
Customer Engagement
- Respond to customer enquiries via telephone, email, website, and showroom visits.
- Understand customer requirements and provide technical guidance on suitable products and solutions.
- Build strong relationships with homeowners, builders, developers, architects, and trade customers.
- Conduct follow-up calls and maintain regular communication throughout the sales process.
Design & Specification
- Interpret customer sketches, plans, and architectural drawings.
- Develop preliminary designs and layout concepts for timber frame buildings, garden rooms, garages, saunas, and other structures.
- Advise customers on insulation options, cladding choices, roofing systems, windows, doors, and finishes.
- Ensure proposed designs are practical, commercially viable, and aligned with customer expectations.
Estimating & Quotation
- Produce accurate and timely quotations.
- Calculate material requirements, labour allowances, and project costs.
- Prepare detailed quotations, specifications, and supporting documentation.
- Review project profitability and margins before submission.
- Update quotations based on customer revisions and design changes.
Sales & Business Development
- Convert enquiries into orders through proactive customer engagement.
- Identify opportunities for upselling complementary products and services.
- Maintain a healthy sales pipeline and achieve agreed conversion targets.
- Support marketing campaigns, exhibitions, and promotional events where required.
Project Coordination
- Liaise with production, procurement, and operations teams to ensure designs are deliverable.
- Assist with order processing and handover to manufacturing teams.
- Resolve customer queries and technical issues promptly.
- Ensure customer expectations are managed throughout the project lifecycle.
Administration & Systems
- Maintain accurate customer records within CRM systems.
- Prepare reports on quotations, sales activity, and conversion rates.
- Keep product knowledge current and stay informed on industry developments.
Skills & Experience Required
Essential
- Experience in estimating, sales, construction, timber, builders’ merchants, or related industries.
- Experience with CAD or design software
- Strong customer service and relationship management skills.
- Ability to interpret drawings and technical specifications.
- Excellent numerical and analytical skills.
- Competent in Microsoft Office and CRM systems.
- Strong communication and presentation skills.
- Ability to manage multiple projects and priorities.
Desirable
- Knowledge of timber frame construction, insulation systems, cladding, roofing, doors, and windows.
- Experience in off-site manufacturing or modular construction.
- Understanding of UK building regulations and construction methods.
Personal Attributes
- Customer-focused and commercially aware.
- Detail-oriented with high levels of accuracy.
- Problem solver with a practical mindset.
- Self-motivated and proactive.
- Team player who can also work independently.
- Professional, approachable, and confident.
Key Performance Indicators (KPIs)
- Quotation turnaround time.
- Quote-to-order conversion rate.
- Sales revenue and gross margin achieved.
- Achievement of individual sales targets
- Customer satisfaction ratings.
- Accuracy of quotations and designs.
- Number of repeat customers and referrals.
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