JOB PURPOSE

The Sales Support Executive plays a key role in providing the exceptional levels of service that we are renowned for in the industry. This role is also responsible for delivering the same level of service to internal stakeholders, including all colleagues from the sales team and management.

ROLE RESPONSIBILITIES & EXPECTATIONS

• Provide exceptional customer service in all communications: emails, quotations, inbound phone calls.
• Manage the designated inbox to prioritise and process customer orders and requests submitted via email.
• Communicate with customers regarding their orders, including any delays or changes in delivery.
• Manage back-orders, call-off orders, and customer-own-stock reports to ensure all orders are delivered and invoiced within customer expectations.
• Ensure the CRM system is kept current with accurate contacts and documentation of all customer interactions and communications.
• Investigate and resolve customer complaints swiftly and effectively, including supporting customers who may have received their orders late, received the wrong items, or encountered faulty products.
• Produce reports for your Manager detailing your work stream, progress, and actions based on set KPIs.
• Collaborate with other departments, such as Marketing, Finance, and Purchasing, to support overall business objectives.
• Maintain and distribute accurate records and documentation, including proforma invoices, receipts, and proof of delivery.
• Perform additional duties as required by the management team.
• Responsible for sales administration duties, including taking notes during weekly sales meetings and following up on agreed actions.
• Action key follow-up tasks when the sales team is visiting customers, including sending follow-up emails, updating diaries with follow-up meetings, and maintaining communication within the team.
• Production and distribution of the weekly sales reporting pack.
  These are the core responsibilities of the role. However, at the request of your Manager, flexibility to support other members of the Trade Sales Team is expected.