Sales Coordinator

Sales Coordinator

The Role:

The Sales Coordinator is responsible for dealing with all incoming customer orders and enquiries, to ensure they are dealt with within agreed timescales. To provide an excellent level of customer service and maximise all opportunities to assist with the growth of all aspects of BCS.

Key Responsibilities:

Sale & Hire Order Processing

• Process customer orders and requisitions received for hire and sale products, liaising with department team leaders on the availability of hire products and system alerts for stocked items
• Maintain communication with the customer for all information required to fully process orders
• Liaise with the procurement team on all bespoke requests to obtain cost and availability
• Follow up on stock alerts with the procurement team to obtain delivery dates and split orders within the system where required
• Recover transport wherever possible
• Manage the central mailbox with the team for all incoming orders, ensuring emails are dealt with in a timely manner and processed in the system for visibility of progress
• Ensure we are maximising hire utilisation across the business working with team leaders and management to fulfill all hire requests
• Provide the external hire team with requisitions for hire items we are unable to supply to Barhale

Quotations

• Raise system quotations for all customer enquiries, liaising with account managers where required and senior management for high value enquiries
• Ensure customer enquiries are dealt with within agreed timescales and all communications are saved within the system to provide the team with visibility.
• Monitor open quotations and follow up on all quotations submitted to customers by agreed follow updates.
• Obtain reasons why all quotations were not won, feeding this information back into the system for reporting purposes.

Customer Service

• Ensure the level of service provided to BCS customers is of the highest standard and all communications maintained
• Queries and issues are to be dealt with as a matter of urgency to minimise the potential impact on the business
• Complaints process to be followed for all customer complaints
• Monitor sales due for delivery each day and follow up on all unconfirmed orders to prevent orders from becoming overdue.
• Queries relating to stock, transport etc. must be fed back to the customer to agree on a new delivery date.
• Phone calls are to be answered within 3 rings

System and Process

• Responsible for maintaining a cleansed system with relevant data
• Customer contacts and address details to be saved in full and removed as required
• Documents to be saved in the system folder structure for all correspondence
• Adhere to all system alerts; customers on hold, credit limits, agreed sale prices etc
• Assist with the goods return to customer process generating collection paperwork and creating miscellaneous trips within the transport depot schedule
• Follow up returns to the depot and investigate issues where required.
• Investigate credit requests and feedback to management and accounts team where required
• Work with the accounts team on all proforma account orders ensuring payments are completed before processing with the operations team.
• Ensure processes are followed, providing management with feedback to assist with continuous improvement. Contribute to the near-miss procedure.
• Maintain a high level of customer service at all times

Key Measures & Targets:

• Reports: Quotes requiring follow-up, overdue sales
• Efficient management of the central mailbox
• Credits raised relating to support services

Key Relationships:

• External sales team
• Procurement team
• Logistics Coordinator
• Department team leaders

Person Specification:

The successful candidate is likely to meet all of the following criteria:

Essential

• Good administrative and organisational skills
• Computer literate essential
• Ability to process a high number of enquiries calls and orders with excellent attention to detail
• Good understanding of customer service expectations and excellent telephone manner
• Able to communicate with a number of other teams to fulfil order requirements.

Desirable

• Product knowledge or previous experience within the construction or traffic management industry
• System experience using a similar SOP system to Syrinx