Overview:
Element has an opportunity for a Sales Support Coordinator primarily responsible for handling requests for quotes (RFQ’s) from our customers via email or over the phone. Other responsibilities include following up on pending or issued quotations, outbound calling on marketing campaigns, building relationships with internal stakeholders to ensure an understanding of other process involved in the customer journey.
The Customer Service Representative may also be involved in identifying new sales opportunities through proactive questioning to ensure maximum share of customers portfolio across certification and testing.
The ideal candidate will be customer focused, action oriented, approachable and patient.

Responsibilities:

• Primarily involved in the initial steps of the sales process; including qualifying leads, building relationships with new and existing customers , assisting the BDM, BDA, ASE where needed
• Proactively engage with customers using phone, email, web conferencing
• Manage relationships with customers
• Build a working knowleAdge of our testing and certification offering
• Process sales invoices, quoting and provide status report to clients
• Actively utilise Customer Relationship Management (CRM) tool to record activities, ensuring contact details are accurate, duplicates are removed, new information is added, and accurate call / visit logs are entered
• Build and maintain a working knowledge of Element Material Technology service offerings; participate in training / coaching opportunities
• Ensure compliance with all Element Materials Technology
• Manage outbound calling of marketing campaigns
• Assist on scheme specific pro-active calling
• KPI’s: outbound calling, response rates to customer enquiries, CRM maintenance of leads

Skills / Qualifications:

COMMUNICATION SKILLS

• Active listening
• Clear verbal and written communication
• Empathy and emotional intelligence
• Positive and professional tone
• Conflict resolution and de-escalation

TECHNICAL & PRODUCT KNOWLEDGE

• Ideally experienced with CRM systems
• Knowledge of the company’s products/services
• Basic troubleshooting skills (especially for tech-based support)
• Familiarity with support channels (email, TEAMS, phone, social media)
• Data entry accuracy and speed

ORGANISATIONAL & MULTITASKING SKILLS

• Time management
• Handle multiple queries at once (especially in live chat settings)
• Attention to detail
• Keeping accurate records of interactions

ANALYTICAL & FEEDBACK SKILLS

• Identify customer trends and common issues
• Using data to suggest process or product improvements
• Feedback gathering and escalation

• Primarily involved in the initial steps of the sales process; including qualifying leads, building relationships with new and existing customers , assisting the BDM, BDA, ASE where needed
• Proactively engage with customers using phone, email, web conferencing
• Manage relationships with customers
• Build a working knowleAdge of our testing and certification offering
• Process sales invoices, quoting and provide status report to clients
• Actively utilise Customer Relationship Management (CRM) tool to record activities, ensuring contact details are accurate, duplicates are removed, new information is added, and accurate call / visit logs are entered
• Build and maintain a working knowledge of Element Material Technology service offerings; participate in training / coaching opportunities
• Ensure compliance with all Element Materials Technology
• Manage outbound calling of marketing campaigns
• Assist on scheme specific pro-active calling
• KPI’s: outbound calling, response rates to customer enquiries, CRM maintenance of lead