Customer Experience and Sales Support apprentice - Level 3

The Sales Support Advisor is required to act in a courteous, receptive, and professional manner to progress and take ownership of customer orders and enquiries from receipt through to completion via phone or email The individual will be expected to gain knowledge of both UK and Export order market to support with enquiries and order processing To support the external sales teams for both Distribution and OE side of the business, delivering exceptional service To work on own initiative; to use sound judgement in dealing with customer enquiries, knowing when to seek advice and guidance and when to make own decisions To ensure that customer requirements are satisfied to the best possible conclusion and that the line manager is kept fully informed of departmental issues To always demonstrate a customer service and PCL team approach with a professional and diplomatic attitude when dealing with all customer service issues to protect the company brand and integrity To adopt a sales focused approach to customer interactions, identifying buying signals, carrying out needs analysis with the ability to think commercially and uncover opportunities for customer growth To proactively contact customers on specific marketing campaigns and promotions To be a dedicated point of contact for a group of designated customers where required, providing a focus on customer growth and retention To carry out any other duties as required by the business including but not exhaustive of reception duties - visitor arrival and general telephone queries 95% of all inbound orders received are entered same day Ensure all customer interaction is recorded on the CRM system Orders to be acknowledged on same working day with a confirmed delivery date All enquiries to receive same day response and performed in a professional manner either written or verbal To support the sales team with pricing updates and special pricing implementation Customer issues, complaints, to be recorded and representative to be informed 100% customer retention in designated accounts Completion of 30 customer satisfaction surveys each month Order entry error orders below 0.5% of orders placed Achieve average customer response time of under two hours

The successful candidate will already possess or prove they have the ability to learn to demonstrate:

Outstanding customer service ethos Exceptional customer service skills, both written and verbal Previous customer service/ internal sales experience Excellent organisational skills High levels of accuracy and attention to detail. Proactive, flexible, positive approach Committed, self-motivated with the ability to take ownership. Team player. Strong IT skills, including Microsoft packages and CRM systems is desirable. Ability to build and maintain strong relationship Problem solving

Training:

Customer service specialist Level 3:

Delivery is undertaken via teams, with 121 coaching with a dedicated learning and development coach, we offer virtual live learning sessions, and as much ad hoc support as the learner requires, we utilise and eportfolio site BUD, this is intuitive and easy to use. 

Training Outcome:

We continue to develop a team of dedicated people who have the skills, knowledge and drive to help us achieve our ambitious goals and targets. 

We continuously set high standards for our employees and reward successful candidates with excellent career progression opportunities, flexibility and continual training options. Many employees enjoy 20, 30 and 40 years plus service, with succession planning high on our agenda, we collaborate with local colleges and universities to deliver the right apprenticeship/training program to meet our goals. 

The result is a team approach that is of great benefit not only to PCL and its employees, but to our customers, as we strive to deliver top quality products and customer service worldwide. 
You can find out more information about what our current apprentices think at Careers - PCL pclairtechnology.com 
 

Employer Description:
When it comes to choosing the best brand for tyre inflation and compressed air products you can't beat PCL. With over 80 years of experience in developing sophisticated pneumatic equipment, PCL is recognised as the global leader in the design and manufacture of the most advanced and comprehensive portfolio of tyre inflation and compressed air products on the market. Its products are a familiar sight on garage forecourts, tyre shops, factories and workshops around the world. The trusted "Made in Sheffield" PCL brand has become synonymous with superior products backed by first class service and local technical support, wherever its customers are based. Founded in 1938 when the very first pressure gauges were designed and manufactured in Sheffield, PCL has experienced phenomenal growth, joining the HORNGROUP of companies, along with the TECALEMIT brand in 2011. Today PCL exports to over 100 countries through a worldwide network of agents and distributors, with manufacturing facilities in England, Germany, USA, India and China; whilst remaining firmly committed to its roots, manufacturing from its state-of-the-art production facility in Sheffield. PCL employs a highly skilled workforce and is dedicated to providing reliable and competitively priced solutions for every application and level of activity. For customers, this means access to old favourites in addition to ground-breaking new products and ranges, including electronic tyre inflation, air tools, air treatment and nitrogen. As a dynamic, forward-thinking company, PCL continues to expand, investing in product development and international capabilities to meet customer needs.

Working Hours :
Wk 1: M-Th 8.15am-5pm Fr 8.15am-12.45pm – 37.5hrs Wk 2: M-Th 8am-4pm, Fr 8.45am-4.45pm – 37.5hrs This is rotating to provide cover on the phones every Friday. 37.5 hours a week hours a week

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience