About the Role
You'll handle inbound customer enquiries by phone and email, advise clients on products and
branding methods, prepare accurate quotes and visuals, and manage orders end-to-end. You will coordinate with internal teams and suppliers to achieve right-first-time delivery and drive
repeat business.
Key Responsibilities
* Respond to enquiries and provide professional, timely service across phone and email, meeting
* Produce accurate quotes, visuals and proofs; manage amendments and approvals.
* Convert quotes into profitable orders and proactively upsell or cross-sell where appropriate.
* Manage orders, liaise with suppliers and production teams to ensure correct specs, colours and delivery.
* Maintain clear documentation and hygiene in the CRM and inbox; chase quotes, proofs and payments proactively.
* Monitor and report on KPIs such as conversion rate, average margin, proof approval cycle time and problem-job rates.
* Take ownership of enquiries from first contact to completion and follow handover/cover processes.
What You'll Bring
* Customer service and/or inside sales experience.
* Clear written and verbal communication and a confident phone manner.
* Strong attention to detail and good time-management across multiple deadlines.
* Numeracy for margins, VAT and tiered pricing.
* Proficiency with Outlook and Excel/Google Sheets and willingness to learn a bespoke system.