Based in Manchester
Main Duties and Responsibilities
• Receiving and processing plant hire/sales enquiries received via email, social media and telephone.
• Managing availability of equipment and deliveries in line with customer requirements to maximise utilisation.
• Promoting the plant, equipment and services that are requested by our customers and then offer our wider product portfolio, maximising opportunities to provide a full service and increase customer spend over multiple categories of equipment.
• Work within the hire & sales team and wider workshop teams.
• Assist in co-ordinating the schedules of our drivers and co-ordinate the jobs of the third-party delivery companies to maximise efficiency and profitability.
• Build effective and lasting customer relationships, developing brand awareness and increase repeat business via all streams including social media.
• Contact prospective customers via telephone, social media or email to generate business.
• Engage with potential clients, create leads and value-added proposals for our customers.
• Follow up new business opportunities and set up meetings.
• Provide management feedback.
• Assist with negotiations, closures and documentation of SLAs and customer contracts and renewal of pricing agreements.
• Report machinery breakdowns and damages liaising between the workshop and the customer.
• Co-ordinate new product orders and purchasing requirements based on hire and sale demands.
• Resolve queries and discrepancies with customers in a timely manner.
• Record and resolve customer complaints to a satisfactory conclusion.
• Work with the accounts department to clear invoice queries.
• Take ownership of specific responsibilities to meet business needs.
• Have a passion for customer service and a drive to learn and develop personally and within a team.
• To grow with the company and endeavour to add value to the business through personal advancement and development.
• Understand and adhere to all company policies and procedures, to promote a safe working environment.
Key Performance Indicators of the role
• Achieve customer retention and new customer onboarding.
• Strong testimonials and feedback.
• Achieve specific targets in turnover and sales figures.
• Monitor performance of sub-contractors who are liaising with our customers.
• Ambition and drive to better yourself and the company
Key Competence Requirements
• Business knowledge to understand customer needs and strategy.
• Outstanding customer service skills, comfortable with communicating via telephone, face to face and email.
• Ability to work with all levels of staff.
• Professionalism.
• Possess strong organisational, administrative and IT skills.
• Working knowledge of Microsoft packages.
• Ability to work under pressure and meet deadlines.
• Effective time management skills.
• Ability to take instruction and adapt to situations.
• Outstanding communication skills.
Experience and/or Qualifications.
Essential:
• Working knowledge of Microsoft packages.
• Excellent organisational skills and attention to detail.
• Great customer service and commercial acumen.
• Strong negotiation skills.
• Experience in a similar role.
• Ability to communicate confidently at all levels.
• Minimum of GCSEs in Maths and English.
Preferable :
• Previous experience in the plant hire industry would be an advantage but not essential.
• Strong knowledge of petrol, diesel equipment and plant.
• Strong geographical knowledge.
• Good transport/logistics knowledge