Cardiff Inbound Sales & Service Executive (Onsite)

Phenna Group; Cardiff; On-site; GBP 26,000 - 38,000; Full time

Job summary

Cansford Laboratories is a Cardiff-based specialist drug and alcohol testing laboratory and part of Phenna Group. The Sales & Service Executive handles warm inbound inquiries, turning them into revenue and serving as the named customer contact to build trust and long-term relationships.

You will coordinate routine sample collections, manage quotes, and support repeat business with a proactive, service-driven approach in a fast-paced SME environment backed by Phenna Group.

Qualifications

• Experience in customer service, sales administration, quotations or a similar customer-facing role.
• The ability to understand customer needs, explain services clearly and follow up confidently.
• Strong attention to detail, digital confidence and accurate record-keeping.
• The willingness to learn technical services and work within defined pricing parameters.
• A responsive, organised and customer-focused approach, persistent without being pushy.

Responsibilities

• Respond promptly to warm enquiries and turn customer requirements into accurate quotations.
• Actively follow up quotes to move decisions forward and improve conversion.
• Manage your opportunities in the CRM from enquiry to close, keeping status and next actions up to date.
• Complete accurate order information and coordinate routine collections through our approved collector network.
• Look after your named customers, supporting repeat business and retention.
• Spot upsell and cross-sell opportunities and bring in technical or operational input where needed.
• Escalate collection exceptions and service issues to the Service Delivery Supervisor while staying responsive to the customer.
• Share frontline insight on customer needs and process friction with Sales and Marketing.

Skills

Customer service

Sales administration

Quotations

Customer follow-up

Record-keeping

Communication skills

CRM experience

Tools

HubSpot

CRM systems

Case-management systems

Job description

Cansford Laboratories is a Cardiff-based specialist drug and alcohol testing laboratory and part of Phenna Group. The Sales & Service Executive handles warm inbound inquiries, turning them into revenue and serving as the named customer contact to build trust and long-term relationships.

You will coordinate routine sample collections, manage quotes, and support repeat business with a proactive, service-driven approach in a fast-paced SME environment backed by Phenna Group.