Job Title: Customer Support Co-Ordinator
Ainscough Crane Hire is seeking a Customer Support Co-Ordinator to join our team in Standish.
This role supports various areas of the business by building relationships with internal and external customers. As part of the Customer Support Centre, you will act as the first point of contact for all enquiries, providing solutions and ensuring exceptional customer service. Your responsibilities include offering a seamless experience to customers, following up on their requests, identifying opportunities for additional services, scheduling site visits, and completing administrative tasks.
Benefits:
* Bi-Annual retention bonus
* Salary increase in October 2024
* 24 days annual leave plus additional days at 2, 5, and every 5 years of service
* Holiday purchase scheme (up to 5 additional days annually via salary sacrifice)
* Group life assurance (3x basic salary)
* Pension contributions (4% employer, 5% employee)
* Online access to payslips, holiday bookings, and personal information
* Access to the Ainscough Advantage benefits platform
* Staff forums three times a year
Key Responsibilities:
Pre-Order:
1. Handle inbound sales enquiries, maximizing revenue through reactive and proactive sales efforts, including quotes, orders, and site visits.
2. Follow up on sales opportunities, quotations, and convert quotes to orders, upselling and cross-selling where appropriate.
3. Record all leads and opportunities in the CRM system, maintaining accurate customer information.
4. Qualify leads efficiently to handle enquiries effectively.
5. Coordinate with Contract Lift Managers or Area Sales Managers for customer visits and technical enquiries.
6. Provide pricing information, generate quotations, and issue them within KPI targets.
Post-Order:
1. Verify purchase orders against quotations, convert quotes to hire agreements, and process payments.
2. Ensure all order documentation is complete, gather outstanding information, and confirm 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 sales cycle (essential)
Skills and Abilities:
* Negotiating and influencing skills to identify and close sales opportunities (essential)
* Willingness to learn technical details about Crane Hire and Contract Lift (essential)
* Excellent communication skills (essential)
* Proficiency with IT tools (email, CRM, telephony) (essential)
* Strong organizational and time management skills (essential)
Ainscough Crane Hire is the UK's leading crane company, operating across 30 locations. We are committed to safety, excellence, and a workplace culture that fosters passion and pride. Join us to be part of a market-leading team delivering high-quality projects on time and within budget.
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