Sales Coordinator

Reports to:

Sales Coordination Team Leader 

Job Purpose

Reporting to the Customer Services Manager, the Sales Coordinator will work with both UK Sales and global colleagues to provide excellent customer service to the UK client base, ensuring that customer expectations are exceeded with respect to order management, manufacture, supporting commercial activities (i.e. new product, business development and sales growth).

Tasks and Responsibilities

Communication 
•    Effectively manage all customer communications in any form, ensuring a customer considerate approach to ensure the best customer experience.
•    Take leadership in dealing with complaints and customer communication
General Sales Support 
•    Ensure customer requirements are properly identified, recorded in our internal systems and then delivered as required to provide excellent customer service. Handle customer enquiries and requests via telephone/email.
•    Manage Sales order entry and proactively manage the timely fulfilment of sales orders.
•    Adopt a proactive approach with customers by keeping them informed of delivery dates, any changes to schedules or anything else which may affect their orders.
•    Ensure all other operation teams receive the correct and complete information with regards to Sales order processing and delivery requirements, such as order forms, and shipping information.
•    Raise and then manage customer complaints throughout the whole resolution process.
•    Support the Account Managers in all areas of their commercial activities, as requested, such as loading forecasts once approved.
•    Raise sample requests and send samples to the customers or contract manufacturers.
•    Organize customer presentations and quote letters where request by the relevant Sales Account Manager
•    Keep customer records, pricing and requirements up to date.
•    Support the Account Managers with customer complaints – internally & externally.
•    Work with Microsoft Office D365, CRM and Product Vision to manage orders, projects and administrative tasks.
•    Support the Account Managers and customers with Regulatory enquiries (documents, specific enquiries).
•    Solve problems through investigation and research and show judgment in decision-making.
•    Manage and carry out any other duties as assigned, such as banking and finance tasks.
•    Work closely with internal departments across different functions.
 Customer Master Information 
•    Work with the sales team to ensure all relevant customer information is maintained.
•    Ensure all relevant customer master data is obtained and entered in CE/D365 as required,  new customer account openings are completed, pricing and trade agreements are managed and kept current, relevant functions are using the CE system as required to capture and record customer master information.
Order Management 
•    Manage order entry and process customer orders (including order acknowledgement, progress updates and shipping notifications).
•    Liaise, as required, with the customer and the planning, purchasing, logistics, quality and shipping colleagues at our manufacturing sites to ensure order fulfillment is met on time and with all required supporting documentation in a timely and complete manner.
•    Ensure at least daily review of all live sales orders and follow up in a structured and clear manner or any matters preventing a SO being shipped in the shortest time.
•    Work with the sales team to assist with pricing and order-related enquiries.
•    Distribute order confirmation and any other documentation relating to orders as per the customers’ requirements and CPL’s quality standards.
•    To coordinate financial related tasks such as banking, purchase invoices, etc. with the UK finance team.
•    Liaise with CPL’s Accounting function as needed for sales order processing.
•    Liaise with CPL’s global shipping teams.

Project Management

•    Enter and follow-up on fragrance projects efficiently to ensure deadlines are met.
•    Work closely with the lab to organise submissions and samples.
•    Prepare and communicate quotations to customers, submission presentations as requested by Sales and prepare and ship submissions to customers.

Skills and Attributes Required

• The ideal candidate will:

  • Have at least 5 years’ experience in Customer Service.
  • Have strong skills in Microsoft Office incl. most importantly Excel, and ability to work with Microsoft Dynamics D365.
  • Be self-motivated with a positive attitude.
  • Be customer oriented.
  • Able to work independently and as team player.
  • Willing to work on continuous improvement personally and within the customer service team.
  • Exhibit excellent communication skills
  • Excellent attention to detail
  • Have good time management with the ability to meet deadlines.
  • Be able to multitask, even when under pressure.
  • Knowledge of freight forwarding would be an advantage

  Attributes

  Must display and demonstrate attitudes in line with the Company Values (Our Ingredients)