Job Description

Company Overview

Based in Swansea, Smile Plastics is an innovative manufacturing company dedicated to transforming plastic waste into 100% recycled, 100% recyclable decorative panels. Our high-quality products have gained recognition worldwide and have been utilised in award-winning design and commercial projects, including collaborations with renowned brands like Paul Smith, Christian Dior, Lush, and institutions such as the V&A Museum and the National Trust.

We are thrilled to introduce this new position of a qualified Sales Support Specialist to bolster our customer experience team. Reporting to the Head of Sales, this role will serve as the primary point of contact for our customers, ensuring exceptional service and efficient handling of inquiries and sample requests.

The ideal candidate will possess prior experience supporting sales or customer-facing teams and thrive in delivering outstanding customer experiences.

The role:

Serve as a dedicated ambassador for delivering exceptional customer service and sales.

Manage inbound calls and emails, promptly addressing customer enquiries and requests in a professional manner.

Delegating leads to the sales department, including managing a number of our lead generation platforms.

Maintain accurate customer records and sales orders within our CRM system to facilitate effective customer interactions and support marketing efforts.

Proactively follow up on sample orders to ensure curious customers have the relevant information and service they need to specify our products.

Fulfil and process orders, including quoting, invoicing, shipping arrangements, and documentation completion.

Coordinate with the sales team to track sales leads, opportunities, and customer interactions, facilitating communication and follow-up activities to drive sales growth.

Assist with performance analysis of market and sales data to deliver comprehensive analysis of sales trends. This will also include working cross-functionally with marketing, sales, and production teams to gather market insights, customer feedback, and sales data, contributing to the development of sales strategies and tactics.

Provide comprehensive support in the execution of sales and marketing strategies and initiatives including customer outreach, lead generation, and sales campaign management.

Support in the provision of system guides to the sales department.

Support the maintenance and organisation of customer databases and sales pipelines, ensuring accuracy and completeness of customer records.

Identify where improvement is needed in sales practices and make suggestions for improvements

Assist in the organisation and execution of sales events, trade shows, and customer meetings, including logistical planning, and customer engagement activities.

Support customer correspondence via social media channels, engaging in a timely and professional manner, providing accurate information, addressing concerns, and promoting positive interactions.

Undertake additional administrative tasks and special projects as assigned by the Head of Market Engagement, demonstrating flexibility and adaptability to meet the evolving needs of the sales team.

What we are looking for:

Educated to degree level in a relevant discipline e.g. Marketing, Business.

Minimum of 3 years' experience in Sales or customer service with a wider knowledge of global logistics - export / freight.

Minimum of 3 years' experience of working within a fast-paced manufacturing environment with the understanding of dispatch deadlines and reacting to quick changes effectively.

Excellent interpersonal skills with strong oral and written communication abilities

Confidence in building and maintaining customer relationships via phone and email.

Meticulous attention to detail and accuracy in all tasks

Proactive problem-solving attitude with a willingness to take initiative.

Ability to work efficiently under tight deadlines and manage competing priorities.

Proficient in MS Office (Word, Excel), online CRM software (e.g. Prospect) and email management tools (Outlook, Gmail).

Familiarity with online accounting packages (e.g., Xero) and Adobe Acrobat is desirable.

Flexibility and adaptability to perform various duties as required.

Confident with good communication skills to liaise with our extensive range of worldwide customers and internal departments.

Meticulous, accurate with a keen eye for detail. Ability to work under pressure, taking responsibility for orders received, quotations, projects and customer interactions to fully support the sales department.

What We Offer:

Opportunity to work for a unique, eco-driven company committed to repurposing waste materials for sustainable solutions.

Competitive salary: up to 36,900 per annum depending on experience.

Company pension contribution

EMI Scheme

Full-time hours: 37.5 hours per week, Monday to Friday - Flexible start and finish times

Small, friendly work environment fostering growth and development.

Emphasis on multi-skilling and personal growth; employees are encouraged to explore various roles and responsibilities beyond their job titles.

Job Types: Full-time, Permanent

Pay: Up to 36,900.00 per year

Benefits:

Company pension Employee stock ownership plan Free parking Work from home
Schedule:

Flexitime Monday to Friday
Application question(s):

Do you have experience working in a fast paced manufacturing environment?
Experience:

Sales / Customer Service: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Remote

Reference ID: Smile / SSS25