Job Title
Sales and Service Support Coordinator

Location
Based at Unit 1 Mallusk View, BT36 4FR (travel may be required to all sites)

Reporting to
Service Delivery Manager

About Us

We are an award-winning market leader in IT Asset Disposition (ITAD) and IT Asset Lifecycle. Our secure, sustainable, and compliant solutions make it easier for organisations to deliver impact at every stage of their IT lifecycle. We operate across the UK, Ireland, and Europe and also deliver ITAD globally through our network of service providers.

Our Ambitions

Our vision is to be the global leader in secure ITAD and lifecycle management in a net-zero world. We are committed to sustainability and are looking for a strategic leader who shares this vision and can help us achieve it.

Vyta has experienced accelerated growth in recent years, and we have ambitious yet achievable goals to continue this trajectory as we expand our geographical reach and service offerings.

Our Culture and Values

We live by our values and are proud of our positive, hard-working, collaborative and adaptable culture. As a team, we are focused on shaping sustainable futures for our people, customers, communities and planet.

The Role

As a Sales and Service Support Coordinator at Vyta IT Asset Disposition (ITAD), you will play a crucial role in providing exceptional sales and service support to our clients, ensuring their satisfaction with our ITAD solutions. 

This role requires a highly organised individual with excellent communication skills and a customer-centric mindset who has the ability to work in a fast paced, deadline driven environment.

You will work closely with the sales, service delivery and operations teams to ensure a seamless sales process and the delivery of exceptional service to our clients.

Responsibilities:

Customer Service:

• Provide first-class customer service to clients, addressing their enquiries, concerns, and requests promptly and professionally.
• Collaborate with internal teams to answer client queries related to ITAD services, product information, pricing, and delivery timelines.
• Ensure effective resolution of customer complaints or issues, escalating to the appropriate teams if required.

Sales Support:

• Assist the account management and business development team with order processing, including preparing quotes, purchase agreements, contracts and other admin as required.
• Working with the logistics team, coordinate collection and service dates, ensuring timely and accurate delivery of services.
• Communicate with clients regarding collection or service dates and any delays or issues that may arise via telephone and email.

Client Relationship Management:

• Build and maintain strong relationships with key clients, serving as a key point of contact within the company.
• Conduct regular follow-ups with clients to ensure their ongoing satisfaction and identify potential upsell or cross-sell opportunities.
• Collaborate with the wider team to identify areas for improvement and innovative solutions to enhance customer experience.
• Act as a first point of call if account manager is unavailable, either offsite or on annual leave.

Documentation and Reporting:

• Maintain accurate and up-to-date records of customer interactions, activities, transactions, and general admin within the customer relationship management (CRM) system.
• Generate reports and analyse data related to sales and customer support metrics to present insights and recommendations to the management team.

Process Improvement:

• Continuously identify areas for process improvement and efficiency in the sales and service support function.
• Collaborate with cross-functional teams to implement best practices, streamline processes, and enhance the overall customer experience.
• Proactively contribute ideas and suggestions to drive sales growth and improve customer satisfaction.

The Person:

• Proven experience in a sales support or customer service role, preferably within the IT or technology industry.
• Excellent organisational and multitasking abilities, with a keen eye for detail.
• Friendly and approachable and a proactive attitude.
• Flexible and willingness to support colleagues.
• Strong written and verbal communication skills, with the ability to effectively and professionally communicate with clients.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.
• Strong problem-solving and conflict resolution skills.
• Advanced excel and other MS Office skills (vlook up, formula, pivot tables)
• Knowledge of ITAD or IT asset disposition processes is a plus.

Essential Criteria

1.Prior experience in customer service

2.Proficiency in IT including MS Office packages

3.Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.

4.Excellent organisational, communication and time management skills

Desirable Criteria

1.Knowledge of ITAD or IT asset disposition processes

2.Proficiency in using customer relationship management (CRM) systems and other relevant software

3. Prior experience in a sales support role

4.Experience preparing quotes for a busy sales team with experience working with offsite team members

What We Can Offer You

• Excellent work/life balance initiatives – four-day week! Only work one in four Fridays!
• A competitive salary (range dependent on experience)
• Opportunities to get involved in charity and volunteering initiatives
• Travel opportunities
• Health benefits – cash back plan
• Death in service
• A positive people centred culture
• Free onsite parking
• Benefits may vary depending on length of service and role

Conditions of Employment

1.Right to Work in UK

2.Satisfactory Security cleared in line with job role. Successful candidate may require Access NI

Check & Staff Vetting

3.Evidence of qualifications as required within job role.

4.Satisfactory References, one being from your most recent employer

5.Satisfactory Health Declaration

All offers of employment are subject to satisfactory references, Access NI criminal record check and successful security clearance, BPSS security clearance and successful credit reference clearance in line with BS 7858 requirements and ISO 27001 audits. The successful candidate will be required to undertake a Basic Access NI Check.

HAVING A CRIMINAL RECORD WILL NOT NECESSARILY DEBAR YOU FROM EMPLOYMENT WITHIN VYTA LTD. THIS WILL DEPEND ON THE NATURE OF THE POSITION, TOGETHER WITH THE CIRCUMSTANCES AND BACKGROUND OF YOUR OFFENCES.

Vyta is an Equal Opportunities Employer.

A copy of the recruitment of ex-offender policy and Access NI Policy can be found on our website: Recruitment Policies · Vyta.