Commercial Customer Support Co-ordinator

Customer Support Co-Ordinator (Commercial)

As part of the Commercial team within Customer Support, you will be responsible for supporting sales, commercial and operational field-based activities. Reporting to the Customer Support Assistant Manager your role will involve customer relationship management, process critical task-based activities, the creation of customer proposals and maintenance of systems and reports. The team manages the support and reporting activities of the following business areas:

• Wind Energy & Projects
• Regional & Heavy Crane Commercial Management across the whole business
• Framework requests and administration
• Major Project Pipeline management

Benefits for a Customer Support Co-Ordinator

• Bi-Annual retention bonus
• 24 days annual leave plus an additional day at 2 years’ service and 5 years’ service and every 5 years after
• Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
• Group life assurance 3 x basic salary
• Pension 4% employer 5% employees
• Online access to payslips, book and view holidays and personal info
• Access to the Ainscough Advantage (People Value) benefits platform
• Staff forums run 3 times a year – have your voice heard

Key Accountabilities/Responsibilities

• Maintain and develop relationships with Customers in the Wind Energy Sector
• This will include managing customer orders, in turn booking cranes, labour and ancillary equipment, maintaining multiple lines of communication and actively seeking customer feedback to ensure expectation levels are met
• Cost and produce accurate quotations in line with process KPI’s
• To work across the business divisions to develop and track revenue opportunities
• Liaising with Transaction Team as required to ensure both a timely and smooth billing process is met
• Gain a thorough knowledge of the market in which customers operate
• Liaise between operations / technical or sales team in order to capture discrepancies between quote and order.
• Maintenance of internal rate systems and files
• Creation of rate and framework documents as required
• Respond to general emails, inbound calls
• General support for the wider Customer Support team, to ensure an efficient service is maintained
• General office admin tasks as required

Person Specification

• Maths & English GCSE’s (Grade C or Above) or Equivalent
• Strong administration skills
• Experience of preparing detailed and complex proposals in response to customer needs
• Strong operational and customer service skills
• Understanding of the full end to end sales cycle
• Previous experience of using CRM systems = specifically MS D365

Skills/Abilities

• Able to work accurately and effectively
• Strong interpersonal & communication skills both written and verbal
• Self-motivated and enterprising worker with a flexible approach
• Able to work under pressure and committed to meeting deadlines (self-imposed and external)
• Negotiation & Commercial Focus
• A good planner with structured problem solving and decision-making ability
• Ability to write articulate and effective proposals and reports in response to customer needs
• A high achiever who is career centred and likes to work to demanding goals and targets
• Strong customer focus and in-depth understanding customer relationships and business process
• IT literate and familiar with Microsoft office products- Particularly PowerPoint, Excel and Word

Performance Measurement

• Quotations issued in line with agreed timescales
• Costs/Margins monitored for quotations issued
• Framework requests processed in line with agreed timescales
• Agreed rates processed onto the system in line with contract start dates.