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- Manage the Factor Sales, UK & Export Sales, Contract & Service desk Teams to optimise the provision of sales and customer service role,
- achieving a consistently high standard of performance associated with quality, cost and delivery objectives of the business.
- Provide direct response to incoming factor/customer enquiries and ensure the best outcome is achieved for all parties.
- To act as front-line liaison between the customer and their requirements and identify opportunities for continual improvement.
- To liaise efficiently and effectively between the customer and internal departments to implement identified improvements to ensure the customer receives the highest possible level of service.
- Responsible for supporting the development and sustaining of strong, and long-lasting relationships with customers by improving consistency & transparency in all transactional sales areas.
- Generate sales for the company in line with the aims and objectives of the company's business plan.
- Train sales, service and Contract staff in service principles and techniques.
- Measure and motivate sales staff in relation to performance and achievements.
- Complete telephone and email sales enquires.
- Manage customer queries/complaints/conflicts efficiently and effectively and escalate where necessary.
- Input customer orders and raise delivery notes to ensure on-time order delivery.
- Arrange the collection of returning goods from customer premises.
- Upon request, update customer order delivery status including live and outstanding deliveries.
- Ensure the accurate completion of paperwork, including delivery paperwork, and QHSE documentation.
- Ensure successful and timely delivery of products/services to customers according to their requirements.
- Monitoring customer repair jobs through the workshop and maintain customer communication throughout.
- Assist in populating and maintaining central customer database (CRM)
- Actively promote all company services and participation in sales promotions.
- Prepare reports of sales metrics over a specified period of time - monthly, quarterly, and yearly.
- Raise any concerns with the Head of Factor Sales/General Manager as and when necessary.
- Identify opportunities and incorporate into the growth and development of the company.
- Provide ideas for continuous system and process improvements
