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We're hiring a Junior Customer Development Specialist. In this role, you'll play a vital part in ensuring high-quality, well-qualified leads reach the right team members while maintaining and populating key customer data. This will help us refine our understanding of industry sectors, improve our campaigns, and proactively support potential business. Alongside these responsibilities, you will also manage smaller, straightforward customer queries and orders, predominantly through email but with occasional phone interactions, to support efficient service delivery. A key part of this role is to provide reliable cover for the team when needed, all while effectively managing your own workflow.
The Team and What We Offer
We've created a self-directing workplace that cultivates a culture of inclusion and belonging, whilst allowing everyone to grow. We have built a close-knit team with an extremely low employee turnover rate, here's a few things you can look forward to:
* Competitive salary with a transparent pay structure.
* Opportunity for progression at a high growth company.
* 4 day working week.
* Remote and flexible working.
* 6 weeks paid annual leave. Earn up to 7 weeks through our length of service bonus.
* Up to 6 months paid maternity leave and 1 month paid paternity leave.
* Pension scheme.
* Accu Academy - a fund to grow our employees' skills.
* Bean to cup coffee, soft drinks and fresh fruit in the office.
* Sports and Social activities; including escape rooms, go-karting, food, drink and much more.
* Cycle to work scheme.
* £300 birthday bonus.
Working Pattern
4-Day Week, 34Hrs, Monday to Friday, Rotating non-working day
Responsibilities
* Manage and qualify inbound leads from multiple channels (email, web enquiries, phone calls, marketing campaigns).
* Apply agreed lead qualification frameworks to assess enquiry quality and readiness to purchase.
* Add, prioritise and allocate qualified leads to the relevant sales or technical teams within Fort (internal system).
* Conduct initial discovery calls or email responses to gather missing information, clarify requirements, and ensure leads are accurately profiled.
* Support the sales team by preparing background information on customers, previous interactions, and potential product interests.
* Maintain a structured follow-up process for all unqualified or pending leads, ensuring no opportunities are lost through lack of contact.
* Act as the first point of contact for inbound customer enquiries via phone, email, and web forms.
* Acknowledge and update customers on enquiry progress, expected response times, and next steps.
* Route technical or high-value enquiries to the appropriate sales or applications engineering colleagues.
* Manage inbound calls from customers wishing to place or pay for orders over the phone, ensuring secure, compliant, and professional handling of payments.
* Maintain clear, courteous, and professional communication at all times, reflecting the company's customer-first ethos.
* Process orders below that have not passed the lead scoring framework
* Keeping accurate data records in our system - checking and updating information as you go
Skills Required
* Attention to Detail - Ensuring leads include complete and accurate information.
* Data Evaluation - Ability to assess lead quality and relevance.
* Organisational Skills - Efficiently manage and distribute leads to the right team members.
* Customer Service - Clear, professional communication via email and phone.
* Time Management - Prompt handling of straightforward queries and orders.
* Communication - Clear, concise and accurate documentation and email communication.
* Team Collaboration - Works well across departments (e.g., supporting Customer Development team).
* Initiative - Proactive in maintaining standards and supporting processes during busy periods
We welcome applicants from the Armed Forces community. Armed Forces community applicants, who meet the minimum criteria for the role, will be guaranteed an interview. However, please note that this does not guarantee a job offer.