Role Purpose
The Sales Support Manager is responsible for leading the day-to-day operation of the Sales Office, ensuring exceptional customer service, efficient order processing and seamless coordination between customers, the sales team, warehouse and logistics functions.
This is a hands-on leadership role that combines operational excellence with customer relationship management. The Sales Support Manager is the primary point of contact for customer enquiries, sales orders and service issues, ensuring customers receive an outstanding experience from first enquiry through to delivery.
The role leads the Sales Office function, supervising the Sales Support Executive and ensuring the office operates efficiently while supporting the wider commercial team. The Sales Support Manager is responsible for maintaining high service standards, driving continuous improvement and ensuring the sales support function contributes positively to customer retention and sales growth.
Main Duties & ResponsibilitiesSales Office Management
- Lead the day-to-day operation of the Sales Office.
- Manage the workflow of the sales support function, ensuring customer enquiries and orders are handled promptly and accurately.
- Supervise and support the Sales Support Executive, providing coaching, guidance and day-to-day direction.
- Ensure company procedures and service standards are consistently maintained.
- Review and improve sales office processes to increase efficiency and enhance customer service.
- Monitor workload and service levels to ensure business priorities are met.
Customer Service & Sales Coordination
- Act as the primary point of contact for customer enquiries via telephone and email.
- Build and maintain strong customer relationships through professional, responsive and proactive communication.
- Manage customer enquiries, complaints and service issues through to successful resolution.
- Take ownership of customer satisfaction by ensuring timely communication and effective problem solving.
- Support key customer accounts, delivering consistently high levels of service.
Order Management
- Ensure the accurate processing of customer orders using NetSuite and associated order management systems.
- Monitor customer orders from receipt through to delivery, ensuring deadlines are achieved.
- Liaise closely with warehouse, logistics and purchasing teams to ensure orders are fulfilled accurately and on time.
- Resolve stock availability, pricing, delivery and order discrepancies efficiently.
- Ensure all customer instructions and special requirements are communicated clearly across departments.
Team Leadership
- Supervise team members, ensuring work is completed accurately and efficiently.
- Allocate and prioritise workloads to meet customer expectations.
- Coach and develop team members to improve knowledge, confidence and performance.
- Promote a customer-focused culture within the Sales Office.
- Assist with recruitment, induction and performance management where required.
Sales Support
- Provide administrative and operational support to the Sales Managers.
- Ensure new business enquiries are responded to promptly and directed to the appropriate salesperson.
- Support promotional campaigns, product launches and seasonal sales activity.
- Identify opportunities to maximise sales through cross-selling and upselling where appropriate.
Customer Account Management
- Maintain accurate customer records, pricing information and account details within company systems.
- Ensure customer information remains accurate and compliant.
- Support account opening procedures and customer documentation.
- Monitor customer buying patterns and communicate opportunities to the Sales Managers.
Communication & Co-ordination
- Act as the central communication link between Sales, Warehouse, Purchasing, Logistics and Finance.
- Ensure timely communication regarding stock availability, deliveries, customer requirements and service issues.
- Foster strong cross-departmental relationships to ensure smooth operational performance.
Operational Standards
- Ensure all sales administration is completed accurately and in accordance with company procedures.
- Monitor key performance indicators including order accuracy, response times and customer service levels.
- Produce sales office reports and operational information as required.
- Maintain confidentiality and professionalism when handling customer and company information.
- Drive continuous improvement initiatives across the Sales Office.
Skills & ExperienceEssential
- Previous experience in sales administration, customer service or sales coordination.
- Experience supervising or leading a small team.
- Excellent customer service and relationship management skills.
- Strong organisational and planning skills with the ability to prioritise multiple tasks.
- Excellent communication and interpersonal skills.
- High level of accuracy and attention to detail.
- Strong problem-solving and decision-making ability.
- Proficient in Microsoft Office and CRM/ERP systems.
- Experience using NetSuite or a similar ERP platform.
Desirable
- Experience within the wine, drinks, wholesale, FMCG or distribution sectors.
- Knowledge of sales office operations within a fast-paced distribution environment.
- Experience analysing operational performance and producing management reports.
Personal Attributes
- Customer-focused with a professional and positive attitude.
- Strong leadership and people management skills.
- Organised, proactive and solutions-oriented.
- Calm under pressure and able to manage competing priorities.
- Excellent attention to detail.
- Collaborative with the ability to build effective working relationships across departments.
- Takes ownership and accountability for delivering outstanding customer service.
The role is based from our head office in Liphook
Job Types: Full-time, Graduate
Pay: £35,000.00-£45,000.00 per year
Ability to commute/relocate:
- Liphook GU30: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have experience of working in the wine; wholesale or hospitality industries?
Work Location: In person
