Commercial Customer Support Co-ordinator

at  Ainscough Crane Hire

Customer Support Co-Ordinator (Commercial)

As part of the Commercial team within Customer Support, you will be responsible for supporting sales, commercial and operational field-based activities. Reporting to the Customer Support Assistant Manager your role will involve customer relationship management, process critical task-based activities, the creation of customer proposals and maintenance of systems and reports. The team manages the support and reporting activities of the following business areas:

• Wind Energy & Projects
• Regional & Heavy Crane Commercial Management across the whole business
• Framework requests and administration
• Major Project Pipeline management

Benefits for a Customer Support Co-Ordinator

• Bi-Annual retention bonus
• 24 days annual leave plus an additional day at 2 years’ service and 5 years’ service and every 5 years after
• Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
• Group life assurance 3 x basic salary
• Pension 4% employer 5% employees
• Online access to payslips, book and view holidays and personal info
• Access to the Ainscough Advantage (People Value) benefits platform
• Staff forums run 3 times a year - have your voice heard

Key Accountabilities/Responsibilities

• Maintain and develop relationships with Customers in the Wind Energy Sector
• This will include managing customer orders, in turn booking cranes, labour and ancillary equipment, maintaining multiple lines of communication and actively seeking customer feedback to ensure expectation levels are met
• Cost and produce accurate quotations in line with process KPI’s
• To work across the business divisions to develop and track revenue opportunities
• Liaising with Transaction Team as required to ensure both a timely and smooth billing process is met
• Gain a thorough knowledge of the market in which customers operate
• Liaise between operations / technical or sales team in order to capture discrepancies between quote and order.
• Maintenance of internal rate systems and files
• Creation of rate and framework documents as required
• Respond to general emails, inbound calls
• General support for the wider Customer Support team, to ensure an efficient service is maintained
• General office admin tasks as required

Person Specification

• Maths & English GCSE’s (Grade C or Above) or Equivalent
• Strong administration skills
• Experience of preparing detailed and complex proposals in response to customer needs
• Strong operational and customer service skills
• Understanding of the full end to end sales cycle
• Previous experience of using CRM systems = specifically MS D365

Skills/Abilities

• Able to work accurately and effectively
• Strong interpersonal & communication skills both written and verbal
• Self-motivated and enterprising worker with a flexible approach
• Able to work under pressure and committed to meeting deadlines (self-imposed and external)
• Negotiation & Commercial Focus
• A good planner with structured problem solving and decision-making ability
• Ability to write articulate and effective proposals and reports in response to customer needs
• A high achiever who is career centred and likes to work to demanding goals and targets
• Strong customer focus and in-depth understanding customer relationships and business process
• IT literate and familiar with Microsoft office products- Particularly PowerPoint, Excel and Word

Performance Measurement

• Quotations issued in line with agreed timescales
• Costs/Margins monitored for quotations issued
• Framework requests processed in line with agreed timescales
• Agreed rates processed onto the system in line with contract start dates.

As part of the Commercial team within Customer Support, you will be responsible for supporting sales, commercial and operational field-based activities. Reporting to the Customer Support Assistant Manager your role will involve customer relationship management, process critical task-based activities, the creation of customer proposals and maintenance of systems and reports. The team manages the support and reporting activities of the following business areas:

• Wind Energy & Projects
• Regional & Heavy Crane Commercial Management across the whole business
• Framework requests and administration
• Major Project Pipeline managemen

Key Accountabilities/Responsibilities

• Maintain and develop relationships with Customers in the Wind Energy Sector
• This will include managing customer orders, in turn booking cranes, labour and ancillary equipment, maintaining multiple lines of communication and actively seeking customer feedback to ensure expectation levels are met
• Cost and produce accurate quotations in line with process KPI’s
• To work across the business divisions to develop and track revenue opportunities
• Liaising with Transaction Team as required to ensure both a timely and smooth billing process is met
• Gain a thorough knowledge of the market in which customers operate
• Liaise between operations / technical or sales team in order to capture discrepancies between quote and order.
• Maintenance of internal rate systems and files
• Creation of rate and framework documents as required
• Respond to general emails, inbound calls
• General support for the wider Customer Support team, to ensure an efficient service is maintained
• General office admin tasks as require