Job Description:
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Support the EMEA sales team to achieve sales goals and customer satisfaction.
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Manage order entry and update order progress via Salesforce (including MOCT creation in Agile) and order acknowledgement to customers.
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Maintain accurate records of leads, prospects, and sales campaigns in Salesforce.
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Coordinate with internal teams to communicate shipping details (ETA, tracking) to customers.
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Follow up on overdue payments and support after-sales customer satisfaction.
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Update and distribute the weekly Rolling Order Summary Sheet.
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Provide regular reporting on opportunities from Salesforce.
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Raise and process RMA requests, concessions, order amendments, and warranty orders for sales.
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Create and update customer accounts in IFS; complete supplier setup forms.
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Prepare basic quotations and provide lead times to support the sales cycle.
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Liaise with Service teams to ensure coordination on service-related orders.
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Ensure all documentation (tenders, contracts, transactions) is accurately saved and managed.
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Collaborate with business teams in the USA, UK, Italy and Germany to ensure timely order processing.
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Support with agent commission forms.
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Customer credit checks.
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Review customer terms and conditions on purchase orders in multiple European languages.
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Strong communication and interpersonal skills.
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Meticulous attention to detail with high levels of accuracy.
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Assertive and confident when liaising with sales engineers and other stakeholders.
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Able to manage multiple priorities and work effectively under pressure.
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Collaborative mindset; team player with a proactive, can-do attitude.
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Highly organised and process-driven.
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Ability to confidently communicate and work with multilingual territories within Europe.
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Minimum of 3 years’ experience in sales administration, customer service, or office support.
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‘A’ level, NVQ, or equivalent qualification.
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Strong Microsoft Office skills (Excel, Outlook, Word); experience with Salesforce systems and ERP systems (e.g. IFS, Agile) is a plus.
Order Processing & accuracy
- 100% of customer orders processed within 24 hours of receipt (with complete documentation).
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Error rate in order entry < 1% per month.
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Order confirmation sent to customer within 1 working day of order entry.
Financial / Payment Support
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Follow-up on 100% of overdue payments weekly, with clear documentation of escalation or resolution.
Documentation and reporting
- Weekly Rolling Order Summary sent on schedule 100% of the time.
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RMA, concession, or amendment requests actioned within 48 hours.
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All new customer account setups completed within 2 business days of request.
Responsiveness and Communication
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Customer and internal team queries responded to within 1 business day.
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100% of orders requiring coordination with Service team communicated at least 5 days in advance of delivery/site visit.
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No overdue requests > 2 business days from the sales team without follow-up.
