Sales Support Administrator

Location: Epsom, Surrey (free parking 10 min walk, train from London 5 min walk, bus stop outside) - Hybrid option to WFH up to 1 day per week
Working hours: Full Time 37.5 hours per week (Mon 9-5.30, Tues - Thurs 8.30-5.30, Fri 9-4)
Contract: Permanent
Salary: £24- £27K per annum
A Sales Support Administrator is responsible for providing assistance and support in various aspects of sales operations. This includes responding to customer inquiries, processing orders, and generating sales-related reports. Their role is pivotal in maintaining efficient sales processes and ensuring customer satisfaction. The scope of their responsibilities encompasses a wide range of areas, including but not limited to handling inquiries related to CEL-FI, Eiger, Own Brand Accessories, Enterprise, Reseller, Direct, eCommerce, and serving both UK and international customers.
Responsibilities:

• Providing the required support to achieve business unit sales targets.
• Ensuring product knowledge is up to date. Planning regular time to train on CEL-FI university and Accessories product launches / market info.
• eCommerce Customer Service – Providing customer service for Signal Boosters, Eiger Protection and Frequency Telecom. Stock enquiries, product support, order processing, despatch, returns and refunds. Customer post sale follow up.
• Sales Support Inbox – Admin support for sales team queries as well as ensuring all sales correspondence is copied to NetSuite to enable seamless customer support.
• Enterprise & Reseller customer support – Providing admin support to account managers with orders and queries as required. Conducting regular sweep of order tracker, ensuring orders are accurately matched on NetSuite and highlighting any discrepancies to Line Manager. Regularly run the ‘Do Not Ship’ report and highlighting orders for follow up to Line Manager.
• Resolving shipment queries - Liaising with carriers such as DHL, UPS and the logistics team to answer customer queries on product delivery across all business units.
• Stock Review – Regularly run CEL-FI stock level report and flagging any low stock or stock concerns to the Customer Service Manager.
• Reports – Competence with NS reporting, know how to build, customise, set up and run automated reports for sales teams e.g., reseller value lists. Ensure that sales teams have the info they require, work with Systems Admin to provide.
• Lead generation – Identify larger accounts and carry out qualifying as above before passing leads to sales team and creating a lead in NetSuite.
• Effective cover of lead and enquiry channels including telephone, webshop forms & online chat always ensuring target response times and availability of adviser during working hours.
• Account Management – Proactive management of non-assigned accounts.
• CEL-FI Installer support - Liaise with installers as required on the wave app portal and with Nextivity to provide support for technical issues as well as managing return/replace/refund and warranty processes. Also working with Finance to resolve where appropriate.
• CEL-FI Reseller Installer for site surveys - Raising POs for site surveys and linking reference with sales orders, ensuring all administration is correct.

Competencies
• Experience of customer service and sales administration.
• Exceptional customer care skills and attention to detail.
• Good professional written and spoken English.
• Good Microsoft Office skills, in particular Excel and Outlook.
• NetSuite.
• Commercially aware.
• Ability to work under pressure.
• Ability to work well with others as part of a team as well as independently.
• Able to work to deadlines and problem solve.
• You will need to liaise with all levels of staff within the business.
• Able to upsell and cross sell effectively.
• Experience of eCommerce an advantage but not essential.
• Experience of mobile and telecoms solutions an advantage but not essential.
Our employee benefits:
• Critical Illness Cover, Life Assurance & Income Protection.
• Cycle to work.
• Discount on our own products.
• Discount shopping portal.
• Employee Assistance.
• Health Cash Plan & free annual flu vaccination.
• Holiday rising with length of service.
• Pension Salary Exchange & Financial wellbeing.
• Quarterly social events.
You may have experience in the following: Sales Support Executive, Sales Coordinator, Sales Administrator, Sales Assistant, Sales Operations Specialist, Customer Service Representative, Sales Associate, etc.
REF-212 076