Full-time, Monday–Friday, 08:00–17:00 (4 days in office and one remote)
This is a proactive, customer-focused role responsible for managing and developing a portfolio of existing accounts. As the dedicated contact for your customers, you’ll ensure they receive exceptional service and commercial value across every interaction.
The role is evenly split between reactive and proactive activity. Reactive responsibilities include handling inbound enquiries, offering product advice, preparing quotations, and ensuring a seamless day-to-day service experience. Proactively, you’ll be focused on growing each account by identifying new opportunities, reducing leakage, expanding product penetration, promoting innovations, and aligning activity with customer goals.
You will manage customer relationships end-to-end while working in close partnership with field-based colleagues who deliver on-site support such as audits, demonstrations, and business reviews. Together, you’ll ensure each account benefits from a strong, well-balanced service.
Operating in a competitive market means speed, accuracy, and service excellence are essential. Providing a fast, efficient customer experience is a core part of the role.
Key Responsibilities:
Customer Relationship Management
Maintain proactive monthly contact with all customers via calls, emails, or virtual meetings.
Act as the dedicated account manager for all stakeholders within your customer base.
Ensure customers achieve their monthly and annual spend targets.
Review underperforming accounts monthly and take appropriate action.
Understand each customer’s potential spend and work to close gaps in product penetration.
Promote new products and tailored solutions in line with customer strategy.
Collaborate with field colleagues to support strategic objectives and shared growth opportunities.
Sales Activity
Handle all inbound sales enquiries professionally, prioritising speed and accuracy.
Prepare accurate quotations across both standard and bespoke requests within agreed timeframes.
Provide clear product advice, including branding options and tailored solutions.
Work with Customer Support teams to ensure detailed and accurate handling of branding requirements.
Follow up all quotations promptly to maximise conversion.
Initiate outbound calls to engage customers, build rapport, and speed up resolutions.
When reactive work is up to date, proactively contact customers (including lapsed accounts) to generate additional business.
Systems & Collaboration
Use CRM to log all enquiries, notes, quotations, and follow-ups in a structured manner.
Work closely with internal teams to deliver a seamless customer experience.
Maintain strong product knowledge and stay up to date with any new solutions.
Liaise with category specialists for advice on product suitability and safety requirements.
Share customer insights to support continuous improvement.
Experience and Skills Requirements:
Minimum 1 years’ experience in internal sales, sales support, or a customer-facing commercial role.
Strong verbal and written communication skills with the ability to influence and advise customers.
Excellent attention to detail and high levels of accuracy.
Proficient in Microsoft Excel, PowerPoint, and CRM/quotation systems.
Capable of managing multiple enquiries simultaneously in a fast-paced environment.
Commercially aware with a strong customer focus.
Personal Attributes
Professional, personable, and customer focused.
Highly responsive, proactive, and solution driven.
A collaborative team player.
Adaptable and comfortable working in a dynamic environment.
Performance Expectations
Acknowledge all inbound enquiries/quotation requests within 1 hour.
Provide written quotations within 4 hours for standard requests.
Provide written quotations within 24 hours for bespoke/non-standard requests.
Follow up all quotations within 24 hours and every 48 hours thereafter until closed.
Ensure all enquiries, quotations, and follow-ups are accurately logged in CRM.
Minimum 30 outbound dials per day.
Minimum 10 meaningful sales interactions (phone-based) per day.
Minimum 2 virtual customer meetings per day.
If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted