Sales & Customer Support Representative

Job Title: Sales & Customer Support Representative
Reports To: Key Account Manager
Location: Aintree, Liverpool
Salary: £28,000 per annum, rising to £30,000 upon successful completion of a 6-month probationary period
Bonus Structure:
* £25 for each confirmed prospect enquiry for a manufacturable product
* Additional £75 when the prospect becomes a customer and order volume reaches 2 tonnes

Role Purpose
To support the business in achieving its operational KPIs and strategic objectives through proactive sales and exceptional customer service.

Key Responsibilities
Lead Generation & Marketing
* Build and maintain relationships with regular customers through outbound calls
* Conduct cold calling campaigns to generate leads for the sales team
* Use website tracking tools to identify and follow up on potential leads
* Collaborate with the website provider to publish content on the website and social media
Customer Service
* Coordinate with internal teams (administration, planning, production, transport) to manage orders from placement to on-time delivery
* Enter production paperwork and generate transport documentation
* Keep customers informed on order status and respond to queries
* Resolve customer complaints promptly and track progress
* Complete customer questionnaires and documentation
* Generate quotes and process orders using Microsoft Dynamics CRM
* Organise and dispatch customer samples
* Manage purchase orders for external suppliers as needed
Reporting
* Produce daily reports on outstanding orders and sales performance
* Generate KPI reports for the sales team
* Create analytical reports using Dynamics, Excel, or Power BI
Additional Duties
* Attend sales meetings and prepare meeting minutes
* Support with order entry and general office administration during peak periods or staff absences

Expectations
* Contribute to achieving KPIs including OTIF delivery, stock management, invoicing, and customer satisfaction
* Comply with Health & Safety and relevant quality standards (ISO/BRCGS)
* Demonstrate accountability and adherence to company policies
* Exhibit self-motivation and a proactive approach to personal development
* Maintain a positive attitude and foster team spirit

Key Skills & Experience
* Excellent communication and organisational skills
* Proficiency in Microsoft Office; experience with Microsoft Dynamics is a plus
* Strong time management and multitasking abilities
* High attention to detail and problem-solving skills
* Customer-focused with effective conflict resolution skills
* Team player with experience in manufacturing, ideally in polythene or packaging

Key Performance Indicators
* Achieve forecasted sales volumes
* Minimum 1 hour of cold calling per day (20 calls)
* Generate at least 4 new leads per month
* Create 80 opportunities per month
* Maintain OTIF at 90% (team target)
* Resolve 90% of complaints within one month (team target)