Job Title: Sales & Customer Support Representative Reports To: Key Account Manager Location: Aintree, Liverpool Salary: £28,000 per annum, rising to £30,000 upon successful completion of a 6-month probationary period Bonus Structure: * £25 for each confirmed prospect enquiry for a manufacturable product * Additional £75 when the prospect becomes a customer and order volume reaches 2 tonnes Role Purpose To support the business in achieving its operational KPIs and strategic objectives through proactive sales and exceptional customer service. Key Responsibilities Lead Generation & Marketing * Build and maintain relationships with regular customers through outbound calls * Conduct cold calling campaigns to generate leads for the sales team * Use website tracking tools to identify and follow up on potential leads * Collaborate with the website provider to publish content on the website and social media Customer Service * Coordinate with internal teams (administration, planning, production, transport) to manage orders from placement to on-time delivery * Enter production paperwork and generate transport documentation * Keep customers informed on order status and respond to queries * Resolve customer complaints promptly and track progress * Complete customer questionnaires and documentation * Generate quotes and process orders using Microsoft Dynamics CRM * Organise and dispatch customer samples * Manage purchase orders for external suppliers as needed Reporting * Produce daily reports on outstanding orders and sales performance * Generate KPI reports for the sales team * Create analytical reports using Dynamics, Excel, or Power BI Additional Duties * Attend sales meetings and prepare meeting minutes * Support with order entry and general office administration during peak periods or staff absences Expectations * Contribute to achieving KPIs including OTIF delivery, stock management, invoicing, and customer satisfaction * Comply with Health & Safety and relevant quality standards (ISO/BRCGS) * Demonstrate accountability and adherence to company policies * Exhibit self-motivation and a proactive approach to personal development * Maintain a positive attitude and foster team spirit Key Skills & Experience * Excellent communication and organisational skills * Proficiency in Microsoft Office; experience with Microsoft Dynamics is a plus * Strong time management and multitasking abilities * High attention to detail and problem-solving skills * Customer-focused with effective conflict resolution skills * Team player with experience in manufacturing, ideally in polythene or packaging Key Performance Indicators * Achieve forecasted sales volumes * Minimum 1 hour of cold calling per day (20 calls) * Generate at least 4 new leads per month * Create 80 opportunities per month * Maintain OTIF at 90% (team target) * Resolve 90% of complaints within one month (team target) Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.