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- Work closely with key account supply chain teams to enhance operational effectiveness through the supply chain : reduce order processing time & errors, minimise stock outs, reduce carriage costs, identify shared saving opportunities, propose range changes.
- Create, manage and actively follow up on sales quotations, ensuring accuracy and timely responses to customer enquiries.
- Provide industry leading technical support through telephone and email interactions with installers, trading customers and consumers via telephone and email. Minimum standard of Excellent on Trust Pilot.
- Implement industry leading ‘on line’ support mechanisms as – first line support tools. These include FAQ’s, Demos & Webinars, Social support via social media channels, on-site help tools & AI tools. Keep relevant and updated in line with best practice service tools.
- Support Sales director and external sales team with all key customer operational support to maximise their time on driving sales via new and existing customer interactions.
- Set and manage data standards within the CRM system. Create reporting output to support all commercial business needs.
- Look for opportunities to generate sales leads and ideas from all in bound interactions
- Identify opportunities to streamline internal processes and enhance customer experience.
- Interact with Quality and Engineering teams to feedback clearly issues raised via consumer and installer interactions of failed product in the field. Working closely to implement root cause solutions to remove future failures and reduce cost of warranty replacement
- Manage quality claims alongside insurance partners to minimise cost impact
- Commercial acumen with a mindset to look for sales opportunities and profit enhancing initiatives
- Worked closely on joint customer initiatives with external sales teams
- Strong analytical skills
- Effective decision-based reporting
- Proven experience in direct supply chain management of large key accounts
- Proven experience in a customer support, order & quotation management & technical support role within a manufacturing or distribution company
- Proven experience in driving change and delivering commercial success
- Excellent written and verbal communication skills, with the ability to explain technical information clearly.
- Strong organizational skills, presentation and attention to detail.
- Proficiency with CRM systems (e.g., Salesforce, HubSpot) and familiarity with ERP or order management platforms.
- Ability to manage multiple priorities and work collaboratively in a cross-functional team environment.
- Drive change across the function to support strategic goals of the Domestic Products Division
