About us:
Were born and bred in Glasgow. Our business was founded on the Clyde back in 1864, and were still here today. We are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland.
Our workforce has grown to over 200 to support our expanding customer base, product range and service offering. We count some of the industrys leading talents among our staff, from green coffee buyers and roasting technicians, to barista trainers and field engineers.
Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!
Position: Sales Support Executive
Location: Head Office, Glasgow
Job Type: Full time, permanent
Salary: £27,729.00 + commission
Benefits: 28 days annual leave increasing with length of service, plus 4 public holidays, medical cashback scheme, perks, long service awards, private pension, staff discounts, cycle to work scheme, buy and sell holidays scheme and more!
Purpose of Role:
In this role, you will provide exceptional customer service, account support, administration, and sales coordination across sales channels. You will support customers, account managers, and internal departments to ensure the successful management, retention, development, and growth of customer accounts.
You will also be responsible for delivering outstanding support to customers and account managers, ensuring all communication is accurate and delivered within agreed timescales.
Key Responsibilities:
- Provide exceptional customer service across multiple customer contact channels.
- Support sales to resolve customer complaints and queries in line with company procedures, ensuring satisfactory outcomes.
- Providing support in the creation of new accounts and quote generation
- Proactively tracking and pursuing outstanding quotes
- Work collaboratively with all internal colleagues to ensure customers and Sales Team are updated regularly with information in a concise and professional manner.
- Ensure all email queries are completed in a timely manner.
- Support with aged service renewals, equipment requirements, and account needs.
Detail:
Customer Service:
- Provide exceptional customer service across multiple customer contact channels.
- Support sales to resolve customer complaints and queries in line with company procedures, ensuring satisfactory outcomes.
- Engage with customers to discuss service renewals, equipment requirements, and account needs.
Support:
- Prepare, manage, track, and chase quotations, ensuring timely follow-up and conversion opportunities.
- Support the creation of new customer accounts and commercial proposals.
- Process copy contract requests and respond to sales-related queries.
- Assist with upselling opportunities including service upgrades, equipment replacements, and equipment refresh programmes.
- Support customers with aged equipment reviews and prepare appropriate replacement or renewal quotations.
Equipment, Contracts & Lifecycle Management
- Support equipment installation, exchange, uplift, and relocation processes.
- Coordinate service contract creation, renewal, and updates.
- Manage service renewals for customer-owned equipment.
- Support equipment replacement programmes for ageing equipment.
- Liaise with service teams regarding ageing or redundant equipment requiring removal.
Administration:
- Process and maintain business forms including, TAFS, MIDS, CRFS
- Manage account closure activities.
- Ensure all customer and internal email enquiries are responded to within agreed timescales.
- Maintain accurate customer records across internal systems.
Key Performance Indicators:
- Improve quotation turnaround times and conversion opportunities.
- Manage sales support mailbox to SLA.
- Reduce aged account backlog and inactive account volumes.
- Improve service contract renewal rates.
- Deliver high levels of customer satisfaction.
Person Specification
Experience:
- Previous customer service experience within an office, contact centre, account management, or customer support environment.
- Experience communicating with customers and colleagues via telephone, email.
- Experience managing customer enquiries through to conclusion.
- Experience gathering, organising, and managing information.
- Experience working within a fast-paced, multi-functional environment.
- Experience supporting sales, account management, or business development activities.
- Proven customer focused approach with commitment to exceptional service.
Desirable:
- Sales or telesales experience
- Dynamics 365 or similar CRM systems.
- Experience supporting national accounts or key account customers.
- Experience in reporting, data analysis, or contract administration.
Skills / Knowledge:
- Strong Microsoft Office skills, particularly Outlook, Excel, Word, and PowerPoint.
- Ability to maintain accurate customer and business records.
- Strong analytical and problem-solving skills.
- Ability to work under pressure and manage competing priorities.
- Excellent communication and relationship-building skills.
- Strong attention to detail.
- Ability to work independently and collaboratively.
- Excellent organisation, planning, and time management skills
- Ability to investigate and resolve customer and operational issues effectively.
Personal Attributes:
- Self-motivated and proactive.
- Highly organised and detail oriented.
- Customer focused.
- Positive and enthusiastic attitude.
- Strong work ethic
- Problem Solving
- Able to build effective working relationships at all levels.
Application:
If this sounds like you, then you could be the right fit for us! Please click APPLY, upload your CV and well be in touch as soon as we can.
Thanks, from the Team @ Matthew Algie
Equal Opportunities:
We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.
Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).
