Trade Superstore Online is one of the UK’s fastest growing online building products retailers. We supply cladding, doors, windows, roofing, bathrooms and building materials to trade customers and homeowners across the country.
We are a small, fast-moving team based in Derby. Every person here has real ownership of their work — there is no call centre script and no layers of management to hide behind. If you do well here, you will see it directly in the sales figures and in your own earnings.
THE ROLE
This is a genuine 50:50 split between selling and looking after customers, and we are looking for someone who is strong at both — but the sales half is what matters most to us.
Every day, customers load up a basket on our website worth hundreds or thousands of pounds and then leave without buying. Usually something put them off, and it is fixable. Your job is to pick up the phone, find out what it was, and win that order back. Alongside that you will be pricing up enquiries that come into our inbox, handling live chat on the website, and making sure the customers who do order have a smooth experience right through to delivery.
We want someone who enjoys the phone, who is not put off by a “no”, and who gets a kick out of turning a lost basket into an order.
WHAT YOU’LL BE DOING
Sales — roughly half your time
- Calling customers who abandoned their checkout on our website, usually within 24 hours, to understand what stopped them and win the sale back. This is warm outreach to people who were minutes from buying — not cold calling.
- Working out the right solution to get the order over the line: reviewing delivery options and charges, suggesting alternative products, and knowing when to hold firm on price.
- Preparing and sending quotes for enquiries that come in by email — pricing items accurately, building the quote, and following up until it converts or closes.
- Chasing your own outstanding quotes. A quote that is sent and never followed up is a sale handed to a competitor.
- Handling live chat on the website — converting browsers into buyers and answering the questions that get in the way of a purchase.
- Upselling and increasing order values: trims, fixings, adhesives and the extras customers will otherwise buy somewhere else.
- Approaching happy customers after delivery to ask for reviews and feedback — our online reputation drives the next customer’s decision to buy, so this is part of the sales job, not an afterthought.
- Keeping your activity and outcomes up to date on our systems so we can all see what is working.
Customer service — roughly half your time
- Answering pre-delivery questions by phone, email and chat — lead times, delivery dates, product suitability, sizing and specification.
- Tracking orders through to delivery and keeping customers informed before they have to ask.
- Making sure orders land on time and in full, and stepping in quickly when something goes wrong.
- Resolving delivery issues, shortages and damages — taking ownership of a problem until it is genuinely fixed.
- Keeping order records accurate and up to date so nothing slips through the cracks.
WHAT WE’RE LOOKING FOR
Essential
- Proven sales experience — telesales, inside sales, retail, trade counter or account management. You must be comfortable picking up the phone and asking for the order.
- A track record you can talk about. We will ask you for numbers.
- A confident, natural telephone manner. Much of this role is spoken, not typed.
- Resilience. You will hear “no”, and you will need to make the next call just as well as the last one.
- Genuine attention to detail. A quote priced wrong or a delivery date given carelessly costs us money and costs a customer their trust.
- Organised and self-managing — able to work a call list, follow up your own quotes, and not let things drift.
- Strong written English for emails and live chat.
- Comfortable with computers and quick to pick up new systems. We work across Shopify, Monday.com and Outlook.
Desirable
- Experience in building materials, construction products, DIY or a builders merchant.
- Experience handling B2B or trade customers.
- Experience with e-commerce, live chat or a CRM system.
What we are not looking for
Someone who only wants to answer emails. This role involves a lot of outbound calling, and we would rather be upfront about that now than three weeks in.
WHAT WE OFFER
Basic Salary + Commission based on Sales
Monday to Friday, 9:00am – 5:00pm, based at our Derby office. This is an office-based role — it is not remote or hybrid.
HOW TO APPLY
Please apply with your CV and a short covering note (a few sentences is fine) answering this question:
Tell us about a sale you won that you nearly lost. What went wrong, and what did you do about it?
We read every one, and applications without an answer to that question will not be shortlisted.
Shortlisted candidates will have a short telephone screen first, followed by an in-person interview at our Derby office which will include a practical selling exercise.
Pay: £26,000.00-£30,000.00 per year
Benefits:
Work Location: In person
