As a key member of our Sales & After Sales Support team you will deliver timely and positive sales transaction support throughout customer journeys with Audio-Technica Europe. This will include both sales order entry and after sales support for customers, via telephone and email as well as through direct platforms including the Audio-Technica EMEA webstores, ensuring that an excellent customer experience is delivered on each occasion. Additionally, you will be responsible for actively maintaining and enhancing the activity of our company's B2B Portal, ensuring seamless communication and streamlined processes for our valued business clients.
- Collaborating closely with Area Sales Managers (ASMs) to deliver exceptional day-to-day sales and administration support in adherence to Company procedures. Maintain clear and open communication channels with ASMs and internal departments to ensure the efficient management of sales orders.
- Efficiently responding to and managing customer requests received via email and telephone, utilising our CRM system to provide prompt and effective resolutions that uphold our commitment to outstanding customer service.
- Providing customers with pre-sales support, demonstrating your expertise in determining when to escalate complex inquiries to our Application, Training & Support technicians, Business Development teams, or European language specialists. Additionally, contribute valuable insights for developing new knowledge base articles that cater to internal and customer needs.
- Assisting customers throughout the purchase process, addressing any challenges they may encounter, such as order placement difficulties, payment concerns requiring collaboration with our Accounts Department, and cancellations due to various reasons. Your proficiency in handling such cases efficiently, including initiating RMAs (Returns Merchandise Authorisation) and coordinating transport partner collections, will ensure a smooth customer experience.
- Demonstrating meticulous attention to detail when accurately inputting all sales orders into our Microsoft D365 Finance & Operations ERP System, ensuring seamless order processing.
- Taking a proactive approach in cultivating strong relationships with both existing and potential customers, actively contributing to sales growth and identifying promising business opportunities.
- Managing stock availability with a proactive approach, including vital backorder management, to guarantee efficient order fulfilment while optimising warehouse capacity and effectively managing working capital levels. Promptly communicate updates to ASMs and customers, providing regular status reports for enhanced transparency.
- Establishing effective communication between the Accounts Department, customers, and ASMs to proactively address any invoice or credit issues, ensuring timely resolution and safeguarding seamless order processing.
- Efficiently processing all credit notes as required, securing necessary approvals, and adhering to Company procedures for smooth financial transactions.
- Conducting monthly monitoring and review of loan stocks and evaluations.
- Demonstrating keen discernment in identifying improvement opportunities within existing systems and procedures. With the guidance of our UK Sales and After-Sales Support Manager, actively implement necessary enhancements to elevate overall operational efficiency.
- Exhibiting a strong commitment to personal and professional growth by willingly participating in any required training. This includes enhancing product knowledge, refining telephone techniques, and developing a deeper understanding of sales and marketing strategies to contribute effectively towards achieving our sales targets.
Knowledge, Skills & Experience Required
- Excellent communicator, with a high level of interpersonal skills and the ability to influence customer decisions, especially the ability to keep an unhappy customer satisfied.
- Educated to GCSE level in Maths & English.
- Intermediate level IT skills including Word / Excel / Outlook and hosted web applications such as Case Management.
- Administration, sales order entry and/or customer service experience of at least 2 years.
- Good organisational skills & excellent attention to detail.
- Self-motivated, able to work as part of a team or on own initiative with the ability to multi-task and prioritise workload.
- Ability to work under pressure to meet deadlines and targets, remaining calm and focussed upon delivering a great customer experience.
- Maintaining an up-to-date knowledge of Audio-Technica and customer operations.
- Additional Language skills
- Experience of Microsoft AX Dynamics software
- NVQ qualification or similar in Customer Service and Administration
- Outgoing personality who likes to succeed
- Interest in audio industry & knowledge of CE products
- Full time - 35 hours per week, Monday to Friday
- Competitive salary and bonus scheme
- 30 days holiday + bank holidays
- Generous discount on products
- Free Healthcare Cash Plan cover
- Generous Pension scheme
- Free Life Assurance cover
- Sick Pay scheme
- Enhanced Maternity & Paternity benefits
- Free Parking
- Flexible Home/Office working after training
If you are interested in this position, please apply by sending your CV along with a covering letter to firstname.lastname@example.org by the closing date of 8th November 2023.