Sales Coordinator

Description:

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