Rexel UK, have a great opportunity for an individual due to the continued growth and success we are currently seeking a Sales Support Coordinator to join the team in our Scotland & Ireland region.
Support the FMNCC team in providing insight into customer order management and assist in daily processing of orders through a variety of national electronic portals.
Additionally, to support the production of timely management information reports focused around the established proactive customer outbound call campaigns.
To ensure timely and efficient answering of inbound enquiries and determining the appropriate next steps, including order process, providing quotations, and progressing existing orders while ensuring our customers receive the highest degree of customer care.
To act as a conduit for all contact leads (From National Sales Team & Regional Staff) in various formats which will need coordinating into the standardised Excel / CRM format.
This would be tasked to the Outbound Sales team for contact. The role is pivotal to ensuring the Customer Connect leads are tasked out and returns coordinated to monitor outcomes.
This role requires customer engagement in the most professional manner to overcome any challenges, whilst build and maintain long term business relationships.
Responsible for handling and qualifying inbound calls with the upmost professionalism seeking to achieve our goal of one-
call, one-resolution’ in line with agreed targets. Where possible to approach a day in a day’ methodology to query resolution.
Recommendations on how to improve customer service proposition to be shared with Manager in line with FM team spirit of continuous improvement.
Building and maintaining client relationships by providing first class customer service to both internal and external customers.
Effective Coordination of orders received and processed
Develop and implement new systems to increase efficiencies within the department.
Input customer orders received primarily by telephone and assist in the processing of emailed and electronic orders as required.
Ensure all customer enquiries are dealt with in a professional, timely and effective manner, communicating any challenges to the customer as appropriate.
Comply with all company processes and tools used to track opportunities and orders and report progress. As this is a new department you will be encouraged to identify process improvements and help to implement improvements as identified.
Remain knowledgeable and up-to-date on the product portfolio, industry changes, and competitive landscape.
Production of the data to be used for management information reports.
Ability to work with customer contact details in various formats and assemble into a standard CRM or Spreadsheet templates.
Understanding of customer service principles and a commitment to service excellence.
Ability to provide a professional and timely one-call’ resolution to customer queries in line with the agreed performance targets.
Excellent telephone communication skills and attention to detail.
Good organisational and planning skills.
A high degree of energy, drive and enthusiasm whether working independently or within a team.
Ability to remain calm and professional under pressure.
Demonstrate the highest level of customer service throughout each customer engagement
A Proactive approach to highlight areas of improvement to avoid future recurrence of customer service issues.
Ability to evaluate situations quickly, forsee problems and select effective solutions. Demonstrates an awareness of risks and consequences in reaching decisions.
Ability to multitask and support a wider team.
Strong experience in working with ERP, CRM and Microsoft Office packages.
Experience in a customer facing role desirable, although not mandatory.
The role is a full time permanent position Monday Friday and we offer a pension, life assurance, 25 days holiday plus statutory bank holidays.
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Rexel is a global industrial distributor serving the Electrical, PPE and MRO sectors with over 30,000 employees and operations in over 37 Countries.
In the UK Rexel has over 3,500 staff working from 300+ branches.
We value people who have a sense of urgency and excitement, who demonstrate candour, insight and creativity, and thrive in an environment of change and challenge.
We value people who take the company personally - being a part of Rexel UK means being part of the most exciting customer focused electrical wholesaler, a place where employees want to build their futures.
Rexel is an equal opportunities employer.