The main purpose of the Sales Administrator role is to provide and maintain exceptional customer service to all of our customers while carrying out daily administrative tasks. You will be responsible for handling customer interactions via telephone, email, and webchat, as well as performing general administrative tasks to maintain accurate customer records. This role requires excellent organisational skills, attention to detail, and the ability to multitask in a fast-paced environment.
Your Duties and Responsibilities
Order Processing: Process sales orders accurately and efficiently, ensuring all details are correct and orders are fulfilled by the relevant deadline.
Emails: You are responsible for monitoring and responding to your daily emails, with the assistance of Grammarly and Spell Check. Each email must be properly punctuated and grammatically correct.
Answering Telephone Calls: You are responsible for answering inbound calls, serving as a point of contact for customers, addressing inquiries, resolving issues, and providing information about products and services.
Outbound Calls: You are responsible for contacting customers via telephone or email to discuss open quotations, failed orders or to provide general aftercare.
Task Rota: It is your responsibility to manage your daily tasks. If a task cannot be completed before the relevant deadline, it must be reported to your supervisor or manager, who will then be able to assist.
Reporting: Any customer feedback or problems must be logged on the relevant system, to allow for an audit trail. You must ensure that the relevant information has been logged and reported.
Phone Times: You are expected to be available for phone calls between 9:00am and 5:00pm, excluding break / lunch times. Answering the telephone within two rings.
Upsells: Upselling one product at the end of every telephone order.
Marketing: You are required to liaise with the Marketing Team in a positive, supportive and collaborative manner when requesting product information to be changed on the website. This will be through the ticketing system.
Warehouse: You will be required to liaise with our Stock Control and Packing Team, in a positive, supportive and collaborative manner to ensure queries are resolved or orders are sent correctly.
Out of Office: You are responsible for notifying affected staff when you are on annual leave, this will also include setting an out of office on your emails.
Communication: Ensure appropriate and timely communication with line manager in private 1 to 1 meetings, verbally and in emails.
Group Values: To uphold PBH Group Values and policies.
Instruction: To undertake any other reasonable management instruction.
Reliability: You are expected to be punctual and reliable.
Person Specification
Benefits
25 days holiday per annum (including Christmas closure) rising to 26 days after 5 years and 27 days after 10 years, plus bank holidays (pro-rated for part-time staff)
£200 per annum for health and wellbeing activity / gym membership (after 1 year of service)
Voucher awards for ideas
Social committee organising departmental events and activities
Flu vaccinations
Summer BBQ and/or Christmas party for whole company and partners
Free parking
Modern offices with kitchen and break facilities
Community / Charity day with line manager approval
Opportunity to get involved with events and initiatives to support local charities
1 piece of PBH branded merchandise as a welcome / thank you for being part of the PBH team!
10% discount at a local independent gym
Ongoing support, development and training in line with needs of the role and business.
Hybrid working (where appropriate)
Financial support to cover cost of specialist eyesight tests for DSE users & glasses for DSE use (including frames that cost up to £50)
Auto-enrolment for eligible staff - 8% Pension with NowPensions – (3% Employer & 5% Employee)
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