A bit about the role;
To provide a positive customer experience and maximise sales opportunities for Keylite by :
Delivering excellent levels of customer service
Building strong working relationships with existing and potential customers
Co-ordinating a high volume of quotations for a wide range of roof window and loft ladder products and related accessories
Collaborating with internal teams to support the delivery of technically accurate, timely and commercially astute quotations
What you will be doing;
Promote Health & Safety in the workplace, displaying excellent personal safety and challenging others when unsafe behaviour is observed. This extends to ensuring all your reports are aware of and behave in accordance with the company’s Health & Safety guidelines
Communicate effectively via email, on the phone and in person
Instil and maintain a customer service culture (internal and external) where the customer always comes first
Demonstrate effective use of the Six Agreements of Collaboration
Check leads to identify and remove duplicate entries at the earliest opportunity
Review and triage quotations requests from existing and potential customers – internal and external
Understand customer requirements to support the provision of accurate and time-sensitive quotations
Co-ordinate the collection of all necessary information
Enter the baseline information required on the company’s Customer Relationship Management (CRM) system
Ensure that all documentation supporting quotations requests is uploaded to the company’s CRM system before opportunities are released for quoting
Collaborate and communicate with internal teams to manage the work flow and ensure quotations are completed accurately and on time
Prepare and maintain a repository of templates and response content for managing enquiries
Work closely with Sales Managers to ensure that customers’ needs are understood and met, if not exceeded
Seek feedback from customers (internal and external) to support continuous improvement in service levels and conversion rates
Deal with customer queries and provide updates on progress
Demonstrate a ‘will to win’
Contribute positively to the achievement of the Quotes Team’s Key Performance Indicators (KPIs)
Other Duties;
Uphold the professional and progressive image of the company at all times
Maintain confidentiality with respect to all information pertaining to Keylite’s operations
Ensure that the company’s IT procedures, standards and specifications are recorded and maintained
Comply with the company’s policies and procedures at all times
Promote a culture of continuous improvement
Participate in training and development opportunities provided by the company
Ensure a flexible approach to working hours to fulfil the requirements of the post and meet project deadlines
Be prepared to travel to and between sites as necessary to fulfil the requirements of the post and meet project deadlines
What we are looking for;
Core Skills
Commitment to providing a high quality service to internal and external customers, building partnerships and working collaboratively to meet shared objectives
Effective communication and interpersonal skills with a naturally customer-focused approach
Strong IT skills (including proficiency in the use of the Microsoft Office suite)
Unquestionable professional ethics and integrity
Strong attention to detail
Ability to proactively resolve day-to-day operational issues and to effect process improvements
Strong organisational skills in terms of work planning and time management
Ability to lead from the front, challenge appropriately and work as a member of a team to meet demanding deadlines
Willingness to learn and develop working knowledge of Keylite’s products to enhance customer service
Full UK driving licence
Essential
3+ years’ experience in a fast-paced customer-focused environment handling a high volume of requests from multiple sources
Strong understanding of the quotation lifecycle
Proven experience of data input and accuracy
Demonstrable experience in the use of Microsoft Office solutions, especially Microsoft Outlook and Microsoft Excel or equivalent
Proven ability to prioritise tasks, meet deadlines and manage multiple tasks simultaneously
Ability to work collaboratively with internal teams and customers to provide a first class service
Working knowledge of Microsoft Dynamics CRM or equivalent
Self-motivated and committed to excellence
Desirable
Previous experience in a similar role in a manufacturing and/or construction environment
Proven ability to assess opportunities and develop winning strategies
