A bit about the role:
We are looking for a commercially focused, proactive, and driven individual to join our team. This role is ideal for someone with experience in specifying, quoting, and converting orders within the construction products sector.
As the key contact for our customers throughout the order process, you must deliver customer excellence with strong verbal and written communication skills, an excellent telephone manner and have the ability to deal with high pressure situations in a calm and positive manner. You will be in a fast paced environment where adaptability is a must. In addition, you will have an ability to be commercially proactive to close opportunities and increase revenue where available. You will be able to work independently and as a team, possess good product knowledge and work to targets. Have a one team vision.
What you will be doing?
* Ensure that all customer enquiries are handled and executed within the agreed parameters, with a focus of our customer service communication being best in class.
* Working with the wider sales teams to develop and grow sales with existing and potential customers. Produce quotes and close opportunities within Keylink to a conversion target. Upsell to customers to increase products specification and volume. Identify opportunities and make proactive calls with a view to increase revenue.
* Have a good understanding of flat roof product offerings and process knowledge of all Keylite product range, to an extent to be able to answer customer queries via telephone, email and face to face and be a brand ambassador for Keylite.
* Maintain ERP & CRM system in-line with the organisation and market demands, striving for operational efficiencies where necessary.
* Collaborating with internal teams to support the delivery of technically accurate, timely and commercially astute quotations
* Generating competitive quotations to drive revenue whilst respecting company profit margins
* Liaise with customers and the wider Keylite team to understand requirements and support the provision of accurate, time-sensitive quotations
* Participate in customer and/or supplier meetings as required
* Identify opportunities for upselling and/or cross-selling
* Liaise directly with suppliers where required to optimise special order pricing and lead times, especially on larger scale projects
* Generate quotations on the company’s Enterprise Resource Planning (ERP) system
* Enter the baseline information required on the company’s Customer Relationship Management (CRM) system
* Ensure that all documentation supporting quotations requests is uploaded to the company’s CRM system
* Create technical flat glass sign-off drawings for customers from the Auto-Inventor software.
* Collaborate and communicate with internal teams to manage the work flow and ensure quotations are completed accurately and on time
* Work closely with Sales Managers to ensure that customers’ needs are understood and met, if not exceeded
* Respond promptly to customer queries and provide information pertaining to products and/or projects quoted
* Seek feedback from customers (internal and external) to support continuous improvement in service levels and conversion rates
* Demonstrate a ‘will to win’
* Contribute positively to the achievement of the Quotes Team’s Key Performance Indicators (KPIs)
* Work with the Commercial Analysis Team to understand performance, identify areas of success and explore opportunities for improvement
* Maintain a deep understanding of our roof window products, their installation procedures, and their technical specifications. Stay up-to-date with new product releases and technical advancements.
Other Duties:
* Uphold the professional and progressive image of the company at all times
* Maintain confidentiality with respect to all information pertaining to Keylite’s operations
* Ensure that the company’s IT procedures, standards and specifications are recorded and maintained
* Comply with the company’s policies and procedures at all times
* Promote a culture of continuous improvement
* Participate in training and development opportunities provided by the company
* Ensure a flexible approach to working hours to fulfil the requirements of the post and meet project deadlines
* Be prepared to travel to and between sites as necessary to fulfil the requirements of the post and meet project deadlines
Core Skills:
* Commitment to providing a high quality service to internal and external customers, building partnerships and working collaboratively to meet shared objectives
* Ability to think outside the box to provide technically compliant solutions
* Effective communication and interpersonal skills with a naturally customer-focused approach
* Commercial awareness and understanding of market conditions
* Strong IT skills (including proficiency in the use of the Microsoft Office suite)
* Unquestionable professional ethics and integrity
* Strong attention to detail
* Ability to proactively resolve day-to-day operational issues and to effect process improvements
* Strong organisational skills in terms of work planning and time management
* Ability to lead from the front, challenge appropriately and work as a member of a team to meet demanding deadlines
* Willingness to learn and develop working knowledge of Keylite’s products to enhance customer service
* Knowledge of Auto-Inventor and CAD software for creating sign-off drawings.
Skills & Experience:
Essential
* 3+ years’ experience in a fast-paced customer-focused environment handling a high volume of requests from multiple sources
* Strong understanding of the quotation lifecycle
* Proven experience of data input and accuracy
* Ability to take ownership of quotations processing to drive revenue and profitability
* Demonstrable experience in the use of Microsoft Office solutions, especially Microsoft Outlook and Microsoft Excel or equivalent
* Proven ability to prioritise tasks, meet deadlines and manage multiple tasks simultaneously
* Ability to work collaboratively with internal teams and customers to provide a first class service
* Working knowledge of Microsoft Navision and Microsoft Dynamics CRM or equivalent
* Self-motivated and committed to excellence
Desirable
* Previous experience in a similar role in a manufacturing and/or construction environment