Purpose of the role
Manage a portfolio of customers across a defined geographical region.
Grow the business through outbound calls to prospective customers.
Be responsible for pricing specific customers within the area.
Work closely with the DSM/s for the local area to provide a seamless commercial approach. Proactively manage the sales administration processes relating to the commercial functions, whilst providing significant focus on delivering an excellent customer experience.
Offer all customers, a professional, dedicated, personal service when calling into the Customer Service Centre (CSC).
Be able to cover order taking to assist the distribution function as the need arises.
Key Tasks / Accountabilities
* Generate new business through structured, proactive outbound calls and planned follow up.
* Make regular sales calls to existing portfolio customers to an agreed call plan with specific call objectives and working to Customer Management Plans.
* Identify and develop relationships with key prospects and decision makers of existing customers effectively communicating value, unique selling proposition and differentiators.
* Price jobs for specific customers to agreed volume levels in line with pricing guidelines agreed with the DSM and CSL.
* Work with DSM to conduct market analysis including assessments of demand, customer segmentation and location and capability of competitors.
* Identify opportunities to add value and contribute to the success of the customer's business.
* Price cash sale enquiries in line with cash sale pricing policy.
Sales Administration
* Efficiently handle all customer written and verbal enquiries in a timely manner.
* Generate accurate quotations, with particular focus on technical requirements, in a timescale to meet customers' reasonable needs.
* Navigate systems efficiently and accurately, keeping the customer always informed
* Ask relevant questions and communicating in an empathic, confident, and assertive manner.
* Where able, investigate and resolve customer issues and complaints through actively listening and proactively looking for suitable solutions for the customer that is not detriment to the business
* Liaise with other internal and external team members in relation to customer orders, pricing, products, delivery matters via phone and email
* Where necessary, escalate customer issues or order details following the correct process when the situation is outside the control, capabilities, or authority of the job incumbent.
* Take payment for cash sale jobs.
* Effectively develop and maintain a good level of team morale, supporting colleagues to achieve the area's business goals and objectives
* Develop knowledge of other roles within the team and be able to provide cover as far as possible.
Key Targets
* Volume and margin for allocated plants.
* Increase in customer numbers.
* Increase percentage of VAPs.
* Cash sale volume and margin.
* Minimize queries.
* Quote numbers.
* Quote turnaround time.
Job requirements
Essential
* Excellent level of commitment to provide a seamless, first-class customer experience
* Excellent communication skills
* Highly proactive and motivated approach to work
* IT Literate including Microsoft Office Suite
Desirable
* Knowledge of construction industry and products
* Knowledge of SAP system
* Knowledge of local and national geography
Experience
* Experience - 1 year within a customer service role
Teamwork
* Proven capability to build effective working relationships with customers and colleagues
* Demonstrated ability to use own initiative to improve performance and service
Education/Qualification
* Minimum of a Grade C GCSE in Math's and English
* Good communication skills with the ability to negotiate at all levels
* Working understanding of standard Microsoft software packages
* Will also ideally have experience of working within a large company environment and achieving targets
* Optimize allocation of resources
* Execute tasks and focus on fast implementation
* Comply with laws and regulations
* Take social responsibility
What's on Offer
Salary: £32,000 / £36,000 Dependent on experience
Location: Chelmsford
Full time Hours: 40 Hours
Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Gold) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador Compensation Package: Bonus incentives / Generous Pension Schemes up to 15% / Life Assurance Work Life Balance: 27 days holiday (excluding bank holidays) / Agile working / Flexible working / Holiday purchase / Sabbatical Family Friendly: Enhanced policies such as Maternity / Paternity / Parental Leave / Neonatal / Adoption
Social Values: paid Volunteering Day every year / Communities (LGBTQ+, Network of Woman, Woman in Science and Engineering (STEM), Armed Forces)
Wellbeing: Employee Assistance Program (EAP) / Mental Health First Aiders / Cycle to Work / Employee Benefits portal including Gym discount / Free eye tests / Discounted Private Medical cover