Customer Support Co-Ordinator
Ainscough Crane Hire is looking for a Customer Support Co-Ordinator to join the team in Standish.
Customer Support Co-Ordinators support various areas of the business, building relationships with both internal and external customers. This role works as part of the Customer Support Centre and acts as a first point of contact for all enquiries, offering solutions and ensuring exceptional customer service. You will provide customers with an easy and informative experience, guarantee quick follow-up of their requests, identify opportunities to provide additional services, progress enquiries to conclusion, schedule site visits, and complete administrative tasks.
Benefits for a Customer Support Co-Ordinator
* Bi-Annual retention bonus
* 24 days annual leave plus additional days at 2, 5, 10, and 20 years of service
* Holiday purchase option (buy an additional 5 days annually via salary sacrifice)
* Group life assurance (3x basic salary)
* Pension scheme (4% employer, 5% employee contributions)
* Online access to payslips, holiday booking, and personal info
* Access to the Ainscough Advantage benefits platform
* Staff forums held three times a year
Key Accountabilities/Responsibilities:
Pre-Order
* Be the first point of contact for inbound sales enquiries, maximising revenue through reactive and proactive sales activities, including quote requests, orders, and site visits.
* Track and follow up on sales opportunities and quotations, upselling and cross-selling, converting quotes to orders.
* Capture leads and opportunities from inbound enquiries and outbound calls in the CRM system, maintaining up-to-date customer information.
* Ensure all lead qualification information is complete for efficient enquiry handling.
* Arrange visits from Contract Lift Managers or Area Sales Managers to resolve technical enquiries promptly.
* Provide indicative pricing, escalate for support as needed, generate quotations, and issue to customers within KPIs.
Post-Order
* Check purchase orders against quotations, convert quotations to hire agreements, obtain electronic signatures, and process payments if required.
* Review order documentation for completeness, obtain outstanding information, and ensure CLM completes full RAMS before handing over to the depot network.
Person Specification
* Strong sales and customer service experience in an operational environment (essential)
* Experience with Telephony & CRM systems (desirable)
* Experience in a contact centre environment (desirable)
* Construction sector experience (desirable)
* Understanding of the full end-to-end sales cycle (essential)
Skills/Abilities
* Ability to identify and close sales opportunities using negotiating and influencing skills (essential)
* Willingness and ability to learn technical details about Crane Hire and Contract Lift (essential)
* Excellent communication skills (essential)
* IT literacy (email, CRM, telephony) (essential)
* Organisational, planning, and time management skills (essential)
Ainscough Crane Hire is the UK's leading crane company, operating across 30 locations with a passionate team committed to safety and excellence. Our reputation is built on our extensive fleet, network, and a workplace culture that fosters passion and pride.
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