Back to search
Full-time, Monday–Friday, 08:00–17:00 (4 days office-based, 1 day remote)
This role is ideal for someone who enjoys building strong customer relationships and driving commercial growth. As the main point of contact for a portfolio of established accounts, you’ll ensure customers receive exceptional support, timely responses, and solutions that truly add value.
The position offers an equal mix of reactive and proactive work. You’ll handle incoming enquiries, provide product guidance, prepare accurate quotations, and ensure the day-to-day service runs smoothly. Alongside this, you’ll work strategically to maximise each account’s potential—identifying opportunities, introducing new products, and aligning activity with customer needs and goals.
Working closely with field-based colleagues, you will deliver a joined-up service spanning remote support, on-site visits, and regular business reviews. Success in this role relies on speed, accuracy, and a strong commitment to delivering a first-class customer experience.
Key Responsibilities
Customer Relationship Management
Maintain regular monthly contact with all customers via phone, email, or virtual meetings.
Serve as the dedicated account manager for all stakeholders within your portfolio.
Ensure customers meet agreed monthly and annual spend targets.
Monitor underperforming accounts and take timely action to improve performance.
Understand each customer’s full potential and work to increase product adoption.
Introduce new products and tailored solutions aligned with customer objectives.
Partner with field-based colleagues to support joint growth initiatives.
Sales Activity
Respond promptly and professionally to all inbound enquiries.
Prepare accurate quotations for standard and bespoke requests within agreed timelines.
Provide clear, confident product advice, including branding and tailored options.
Collaborate with Customer Support teams to ensure branding requirements are handled precisely.
Follow up quotations promptly to maximise conversion.
Make outbound calls to build rapport, accelerate resolutions, and generate new opportunities.
When reactive tasks are complete, proactively re-engage with current, dormant, and lapsed customers.
Systems & Collaboration
Use the CRM system to record enquiries, notes, quotes, and follow-up activity accurately.
Work with internal teams to ensure a seamless customer journey.
Maintain strong product knowledge and stay updated with new offerings.
Consult category specialists regarding product suitability and safety requirements.
Share customer insights to support ongoing improvements.
Experience & Skills
At least 1 year’s experience in internal sales, sales support, or a customer-facing commercial role.
Excellent written and verbal communication skills with the ability to influence and guide customers.
Strong accuracy and attention to detail.
Confident using Microsoft Excel, PowerPoint, and CRM/quotation systems.
Able to manage multiple tasks and enquiries in a fast-paced environment.
Commercially minded with strong customer focus.
Personal Attributes
Professional, approachable, and customer orientated.
Highly responsive, proactive, and solutions focused.
Strong team player who enjoys collaborating with others.
Adaptable and comfortable in a dynamic, evolving environment.
Performance Expectations
Acknowledge all inbound enquiries within 1 hour.
Provide standard quotations within 4 hours.
Provide bespoke quotations within 24 hours.
Follow up all quotations within 24 hours and every 48 hours until resolved.
Log all customer interactions and activities accurately in CRM.
Minimum 30 outbound calls per day.
Minimum 10 meaningful sales conversations per day.
Minimum 2 virtual customer meetings per day.
If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.
