Job purpose
The Sales Co-Ordinator is responsible for providing a professional, efficient and customer-focused sales service from the Company's trade counter.
The role will involve dealing directly with trade customers, flooring contractors, retailers and other customers, assisting with product selection, preparing quotations, processing sales and orders, coordinating with the warehouse and delivery teams, and ensuring customers receive a high standard of service.
The Sales Co-Ordinator will play an important role in developing customer relationships, maximising sales opportunities and supporting the overall performance of the branch.
The post holder is expected to promote, develop and extend the Company's business and interests through excellent customer service, product knowledge and professional sales activity.
Key responsibilities
Trade Counter & Customer Service
· Provide a friendly, professional and efficient service to all customers visiting the trade counter.
· Welcome customers and establish their requirements.
· Identify customer needs and recommend suitable carpet, flooring and associated products.
· Provide accurate product information, including availability, specifications, colours, ranges and pricing.
· Process trade counter sales efficiently and accurately.
· Handle customer enquiries both face-to-face and by telephone and email.
· Develop and maintain positive working relationships with regular trade customers.
· Deal with customer queries, complaints and issues promptly and professionally.
· Ensure customers receive accurate information regarding orders, collections and deliveries.
· Maintain a clean, organised and professional trade counter and customer-facing area.
Sales & Business Development
· Maximise every appropriate sales opportunity while maintaining a customer-focused approach.
· Promote the Company's full range of carpet, flooring, underlay, accessories and associated products.
· Identify opportunities to increase sales through additional or complementary products.
· Develop strong relationships with existing customers and encourage repeat business.
· Assist in developing new customer relationships and supporting customer retention.
· Keep up to date with current products, ranges, promotions and pricing.
· Support branch sales targets and other agreed business objectives.
· Provide feedback to management regarding customer requirements, market trends, competitor activity and potential sales opportunities.
Quotations & Order Processing
· Prepare accurate quotations in accordance with Company pricing structures and agreed margins.
· Process customer orders accurately using the Company's systems.
· Check product availability before confirming orders wherever necessary.
· Ensure orders contain accurate product descriptions, quantities, measurements, delivery/collection requirements and customer information.
· Follow up quotations and outstanding orders where appropriate.
· Process amendments and cancellations in accordance with Company procedures.
· Ensure all sales and order information is accurately recorded.
· Liaise with customers regarding lead times, stock availability and expected delivery dates.
Warehouse & Delivery Co-Ordination
· Work closely with warehouse colleagues to ensure customer orders are prepared accurately and efficiently.
· Liaise with the warehouse regarding stock availability, picking, cutting, drilling, loading and customer collections where applicable.
· Coordinate with the transport and delivery team regarding customer delivery requirements.
· Ensure customer-specific delivery instructions are clearly communicated.
· Assist in resolving issues relating to shortages, incorrect goods, damaged goods or delivery problems.
· Ensure customers are kept informed of any delays or changes affecting their orders.
· Support an efficient flow of customers and collections through the trade counter and warehouse operation.
Stock & Product Management
· Maintain a good working knowledge of the Company's stock and product ranges.
· Check stock availability and investigate discrepancies when required.
· Report stock issues, damaged goods and product shortages to the appropriate manager.
· Assist with stock checks and stock-taking activities.
· Ensure products and samples displayed at the trade counter are maintained in a presentable condition.
· Keep product literature, samples, displays and promotional material up to date.
· Maintain awareness of discontinued, new and promotional product ranges.
Administration
· Complete all sales and customer administration accurately and within required timescales.
· Maintain accurate customer records.
· Process invoices, credits, returns and other documentation in accordance with Company procedures.
· Ensure all relevant paperwork is completed and filed correctly.
· Use Company systems and software effectively.
· Maintain confidentiality of customer, Company and commercially sensitive information.
· Provide reports and information to management when required.
Customer service standards
The Sales Co-Ordinator is expected to:
· Treat all customers fairly, professionally and respectfully.
· Provide accurate and reliable information.
· Take ownership of customer enquiries and problems.
· Communicate clearly and professionally at all times.
· Respond to customer enquiries promptly.
· Maintain a positive and helpful attitude, particularly during busy periods.
· Build long-term relationships with customers based on trust and reliability.
· Represent F M Birch Ltd in a professional manner at all times.
General responsibilities
· Work as part of the wider branch team to achieve Company objectives.
· Support colleagues across sales, warehouse and logistics functions when required.
· Attend meetings and training as reasonably required.
· Keep knowledge of Company products, systems and procedures up to date.
· Carry out any reasonable additional duties required to meet the needs of the business.
· Maintain a high standard of professionalism, reliability and attendance.
· Protect Company property, information and commercial interests.
· Maintain confidentiality in accordance with Company requirements.
· Comply with the Employee Handbook and all applicable Company policies and procedures.
· The Company's employment contract provides that duties may be amended on a temporary or permanent basis and that employees may be required to undertake additional duties necessary to meet the needs of the business.
Key performance areas
Performance in the role will be assessed against appropriate objectives, which may include:
· Sales performance.
· Customer service and customer satisfaction.
· Accuracy of quotations and orders.
· Conversion of enquiries into sales.
· Customer retention and development.
· Gross margin and pricing discipline.
· Accuracy of customer and sales information.
· Speed and efficiency of responding to enquiries.
· Effective communication with warehouse and delivery teams.
· Product knowledge.
· Compliance with Company procedures.
· Health and safety standards.
· Teamwork, reliability and professionalism.
· Specific targets and Key Performance Indicators may be agreed with the employee and reviewed periodically.
Skills & experience
Essential
· Previous experience in a sales, trade counter, customer service or similar customer-facing role.
· Excellent communication and interpersonal skills.
· Confident dealing with customers face-to-face and over the telephone.
· Good administrative and organisational skills.
· Good attention to detail.
· Ability to work accurately under pressure.
· Ability to prioritise and manage multiple customer enquiries.
· Good IT skills and confidence using computer systems.
· Professional and positive approach to customer service.
· Ability to work effectively as part of a team.
Desirable
· Previous experience within the carpet, flooring, interiors, building materials or distribution sector.
· Knowledge of carpet and flooring products.
· Experience working within a trade counter environment.
· Experience using sales/order processing systems.
· Experience preparing quotations.
· Existing knowledge of trade customers and flooring contractors.
· Product and industry knowledge can be developed through appropriate training, but the successful candidate must demonstrate a willingness and ability to learn the Company's product ranges and systems.
Personal attributes
The successful candidate should be:
· Customer-focused.
· Confident and approachable.
· Professional and reliable.
· Commercially aware.
· Organised and methodical.
· Positive and enthusiastic.
· A good communicator.
· Able to remain calm under pressure.
· A strong team player.
· Willing to take responsibility and use initiative.
· Flexible and adaptable to changing business requirements.
Pay: £14.45 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
