Sales & Customer Support Representative

ZipRecruiter; Liverpool; On-site; GBP 28,000 - 30,000; Full time

Job summary

A leading company in Liverpool seeks a Sales & Customer Support Representative to drive operational success and enhance customer satisfaction. This role involves proactive sales strategies, exceptional customer service, and collaboration with various departments. The ideal candidate will exhibit strong communication and organisational skills. An attractive salary package, including a bonus structure, is offered upon successful completion of the probationary period.

Qualifications

• Experience in manufacturing, ideally in polythene or packaging.
• Proficient in communication and problem-solving.
• Ability to manage multiple tasks and attention to detail.

Responsibilities

• Lead outbound call campaigns to generate sales leads.
• Coordinate with internal teams for order management.
• Produce daily reports on sales performance.

Skills

Communication

Organisational

Time Management

Problem Solving

Customer Focus

Tools

Microsoft Office

Microsoft Dynamics

Power BI

Job description

Job Description

Job Title: Sales & Customer Support Representative
Reports To: Key Account Manager
Location: Aintree, Liverpool
Salary: £28,000 per annum, rising to £30,000 upon successful completion of a 6-month probationary period
Bonus Structure:

• £25 for each confirmed prospect enquiry for a manufacturable product
• Additional £75 when the prospect becomes a customer and order volume reaches 2 tonnes

Role Purpose
To support the business in achieving its operational KPIs and strategic objectives through proactive sales and exceptional customer service.

Key Responsibilities
Lead & Marketing

• Build and maintain relationships with regular customers through outbound calls
• Conduct cold calling campaigns to generate leads for the sales team
• Use website tracking tools to identify and follow up on potential leads
• Collaborate with the website provider to publish content on the website and social media

Customer Service

• Coordinate with internal teams (administration, planning, production, transport) to manage orders from placement to on-time delivery
• Enter production paperwork and generate transport documentation
• Keep customers informed on order status and respond to queries
• Resolve customer complaints promptly and track progress
• Complete customer questionnaires and documentation
• Generate quotes and process orders using Microsoft Dynamics CRM
• Organise and dispatch customer samples
• Manage purchase orders for external suppliers as needed

Reporting

• Produce daily reports on outstanding orders and sales performance
• Generate KPI reports for the sales team
• Create analytical reports using Dynamics, Excel, or Power BI

Additional Duties

• Attend sales meetings and prepare meeting minutes
• Support with order entry and general office administration during peak periods or staff absences

Expectations

• Contribute to achieving KPIs including OTIF delivery, stock management, invoicing, and customer satisfaction
• Comply with Health & Safety and relevant quality standards (ISO/BRCGS)
• Demonstrate accountability and adherence to company policies
• Exhibit self-motivation and a proactive approach to personal development
• Maintain a positive attitude and foster team spirit

Key Skills & Experience

• Excellent communication and organisational skills
• Proficiency in Microsoft Office; experience with Microsoft Dynamics is a plus
• Strong time management and multitasking abilities
• High attention to detail and problem-solving skills
• Customer-focused with effective conflict resolution skills
• Team player with experience in manufacturing, ideally in polythene or packaging

Key Performance Indicators

• Achieve forecasted sales volumes
• Minimum 1 hour of cold calling per day (20 calls)
• Generate at least 4 new leads per month
• Create 80 opportunities per month
• Maintain OTIF at 90% (team target)
• Resolve 90% of complaints within one month (team target)

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