As a member of our team, you will ensure customers receive excellent service and support in their purchases. Your role focuses on managing inbound enquiries and proactively generating outbound sales across our range of product categories.
We are seeking a friendly, passionate individual to work alongside a fun and experienced team to provide expert product knowledge, answer calls, process orders, and resolve customer enquiries.
Responsibilities
* Manage phone calls, emails, and web enquiries from trade customers and convert sales
* Proactively contact white space, new customers to promote products, campaigns, or offers
* Follow up quotes to closure managed in our system
* Identify opportunities for cross-sell and upsell across product categories (consumables, safety, traffic, fencing, tools and hardware)
* Process and follow up sale orders and quotes in a timely manner and accurately in the system
* Work with Trade Sales and Business Development teams to support sales in the region
* Manage margin, contract pricing, discounting and price increases effectively to ensure GP maintenance
* Build and maintain strong relationships with customers, ensuring a high level of WOW service and retention
* Ensure customers receive prompt and accurate responses to inquiries as well as resolution to issues or complaints
* Liaise with warehouse and operations teams to ensure timely order fulfilment
* Accurately enter and maintain customer data in CRM/ERP platforms
* Maintain up-to-date knowledge and training of our full product categories, range and processes
Requirements
* Proven experience with inbound and outbound calls, upselling and cross-selling, preferably in a related industry
* Excellent communication skills, both written and verbal
* Strong attention to detail and accuracy
* Ability to multitask and prioritise competing demands in a fast-paced environment
* Proficiency in Microsoft Office, ERP systems and experience using CRM software
* Highly motivated and able to work independently as well as in a team environment
* Participate in necessary trade sales training specific to your role