The Role
The Signs Sales Administrator provides exceptional customer service, processes orders, prepares quotations, manages communications, and collaborates with various teams to resolve inquiries.
Summary Generated by Built In
Based in Poole, Dorset (hybrid working available after successful probation and completion of full training to be agreed)
Monday - Friday 9:00 - 17:00
37.5 Hours a week
Monday - Friday 9:00 - 17:00
37.5 Hours a week
Main Purpose
The main purpose of the Signs Sales Administrator role is to provide and maintain exceptional customer service to all 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. You will also be responsible for preparing sign quotations for customers and proactively following up on outstanding quotes to support sales conversions.
The main purpose of the Signs Sales Administrator role is to provide and maintain exceptional customer service to all 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. You will also be responsible for preparing sign quotations for customers and proactively following up on outstanding quotes to support sales conversions.
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.
· Quoting: You are expected to send accurate sign quotations to customers, ensuring all details are correct and 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.
· 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, Manufacturing Team and Packing Team, in a positive, supportive and collaborative manner to ensure queries are resolved or orders are sent correctly.
· Artworkers: You are required to liaise with the Artwork Team in a positive, supportive and collaborative manner when requesting custom sign artwork.
· 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
Qualifications
- Minimum of GCSE qualifications including passes in Maths and English GCSE. [Essential]
- A Level Qualifications or equivalent. [Desirable]
- Customer service qualifications. [Desirable]
Skills
- Ability to prioritise tasks efficiently. [Essential]
- Ability to meet multiple deadlines and ensure timely completion of tasks. [Essential]
- Interpersonal skills and ability to foster strong working relationships. [Essential]
- Adaptability and the willingness to be flexible in a busy, dynamic working environment. [Essential]
- Maintaining a systematic approach to prioritising own workload. [Essential]
- Ensure clear and effective verbal and written communication with other members of staff. [Essential]
- Able to demonstrate a professional telephone manner with clear pronunciation and effective verbal communication skills. [Essential]
- Pro-active, and able to work independently. [Essential]
- Being able to address and resolve issues that arise in sales processes ensuring the highest level of customer service at all times. [Essential]
- Excellent attention to detail including the use of tools where necessary to ensure high quality work and communication. [Essential]
- Good IT skills including proficiency in using Microsoft Office, Microsoft Excel and MS Outlook. [Essential]
- Ability to work well under pressure in a dynamic environment. [Essential]
- Raise and escalate operational and people issues, where necessary, with line manager in private 1 to 1 meetings, to ensure confidentiality and good working relationships. [Essential]
- Provide recommendations for process and operational improvements to line manager in an appropriate and supportive manner. [Essential]
- To support and implement management instructions, where required by Head of Sales, in a supportive and positive manner. [Essential]
Knowledge
- Comprehensive understanding of the company’s products or services. [Desirable]
- Understanding of best practice in customer service. [Essential]
Experience
- Experience of resolving basic customer complaints and issues. [Essential]
- Experience of working in a busy customer service role or call centre. [Desirable]
- Experience of working with PBH’s systems, products and processes. [Desirable]
Benefits
- Hybrid working (after successful probation and completion of full training)
- 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
- 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.
- 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 on qualifying earnings)
About
Poole Bay Holdings Management Ltd are one of the leading B2B marketers of workplace supplies in the UK. With over 30 business units specialising in a number of niches, we competitively market over 5,000 products through a number of online and offline channels. We operate on a UK-wide basis from our offices in sunny Poole, Dorset, with additional business units based in the USA.
Skills Required
- Minimum of GCSE qualifications including passes in Maths and English
- A Level Qualifications or equivalent
- Customer service qualifications
- Ability to prioritise tasks efficiently
- Ability to meet multiple deadlines and ensure timely completion of tasks
- Interpersonal skills and ability to foster strong working relationships
- Adaptability and flexibility in a busy environment
- Maintaining a systematic approach to prioritising workload
- Clear verbal and written communication with staff
- Professional telephone manner
- Pro-active and able to work independently
- Ability to address and resolve sales process issues
- Excellent attention to detail
- Good IT skills including Microsoft Office proficiency
- Ability to work well under pressure
- Raise and escalate operational issues to line manager
- Provide recommendations for process improvements
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The Company
What We Do
Poole Bay Holdings Ltd is a leading UK B2B eCommerce and catalogue marketer specializing in health, safety, and facilities products, marketing over 5,000 products through online and offline channels.
