COMPANY BACKGROUND AND SCOPE OF THE JOB
We are a reputable and well-established brand who are driven by providing excellent customer service and offer industry leading products to a growing customer base which has been established over a 15-year tenure. We are seeking a motivated, enthusiastic and proactive Sales Executive to join our team of staff. Our family run business is the trusted choice for premium event products and outdoor equipment for the hospitality industry. Our customers may be preparing to host a big occasion; working at a festival; or exhibiting their products at a national event, and as a Sales Executive in our fast-paced office environment you will be their first port of call. You will be selling and promoting a plethora of products, from bespoke instant shelters and custom marquees to parasols, accessories and branding services.
POSITION IN ORGANISATION
Reports To: Amanda Ludlam (Sales Manager), Sara Lunt (Managing Director), Daniel Lunt (Managing Director)
DUTIES AND KEY RESPONSIBILITIES
- To support a positive customer experience
- To ensure that customer queries by phone, email and our online chat service are answered in a timely fashion and that sales are maximised in a professional manner; ensuring customer expectations are managed well.
- To promote the Surf & Turf and Instashade brands effectively through polite and helpful customer service.
- To ensure a calm and informative approach to all customer queries, ensuring that promises made to customers are adhered to and that they are made aware of all lead times for branded products and services.
- To proactively seek to maximize existing sales or create additional sales
- To maximise opportunities to 'up-sell’ when accepting a customer order; helping to make them aware of products that would be beneficial for them.
- To actively contact prospective or previous customers to update on current offers and gain feedback about the products and service received.
- To support the creation of a database of customers who have a commercial need for company products who are contacted on a regular basis to enquire about current needs.
- To be aware of, and to develop knowledge of existing company products and future products.
- To ensure a comprehensive knowledge is developed with reference to company products and services.
- To inform customers of current offers/upcoming products that may fulfill their needs.
- Communicate any training needs highlighted to management team so that the company can ensure the efficiency of the Sales Team.
- Proactively seek information about competitor products, offers and processes to support the success of the company.
- Communicate effectively with the management team when additional products are identified that may provide a niche for the company/support current product base.
- To manage and understand the returns process
- To ensure that returns are communicated with all stakeholders as appropriate and that this is updated within our systems.
- Ensure that returned but resalable items are expedited back into stock quickly and efficiently.
- To inform management of damages to stock resulting in company losses/error.
- To gain clarity should you be unsure of company processes.
- To handle customer complaints
- To gain a clear understanding of the company complaints procedure, ensuring that this is adhered to at all times.
- To deal with complaints with a consistently calm and professional manner in order to protect the Surf & Turf brand.
- Maintain realistic customer expectations.
- To liaise with your line manager to reach a fair resolution for the customers, reporting to them about any losses to the company as a result of said complaint.
- To support the growth of the company by initiating new processes and suggestions
- To ensure that ideas for new developments and efficiencies are suggested to the management team.
- To proactively seek opportunities to develop professionally and improve current processes/service/product set.
GENERAL RESPONSIBILITIES
- Ensure the cleanliness and tidiness of working environment at all times.
- To ensure a prompt arrival at work.
- Adhere at all times, to contractual obligations and items set out in the Staff Handbook.
Person specification
Skills and Abilities (REQUIRED)
- Clear and concise written and spoken communication skills
- Ability to present written information in a structured and cohesive fashion; appropriate to the needs of the reader.
- Clear understanding of what constitutes good customer service.
Experience (DESIRED)
- Experience working within a customer facing/sales based role.
- Communicating with and managing expectations of the public, gaining a rapport with a wide ranging customer base.
Essential knowledge (REQUIRED)
- Understanding of the full range of products and services offered and how these will suit our wide ranging customer base.
- Clear understanding of company policies, (including external and internal).
- Must profess basic IT skills.
- Personal attributes & other
- Willing to travel and occasionally work unsocial hours.
- Be a good team worker demonstrating loyalty and commitment to the organization and team members.
- Ensure effective time management and be prompt and organized.
Job Type: Full-time
Pay: £27,000.00 per year
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
Schedule:
- Monday to Friday
- No weekends
Work Location: In person
Expected start date: 13/01/2025
