Job Description

Position Summary

We are looking for a highly driven and customer-focused Telephone Account Manager to join our Internal Sales team at Empire. This role is focused on our Empire Tapes division, supporting customers across industrial, construction, and specialist service sectors.

The position combines 70% proactive outbound sales activities--including contacting Lapsed and Dormant accounts, following up marketing campaigns, calling Prospective Customers, contacting current customers to upsell, cross-sell and increase wallet share, with 30% internal sales support responsibilities.

These internal activities include processing orders and quotes, updating customers on order progress, resolving customer issues, and ensuring timely communication across internal teams. This blended focus makes the role pivotal in driving revenue growth, maintaining high customer satisfaction, and ensuring seamless operations between sales and service teams.

Key Responsibilities

1. Outbound Telesales & Customer Re-engagement

Proactively conduct high-volume outbound calls (30 per day) to a portfolio of existing and lapsed customers to generate repeat and increased business. Reignite dormant accounts (3 per month) by uncovering current requirements and presenting tailored solutions. Work with the External Sales Team to identify and contact Prospective Customers to turn them into Empire Customers. Build rapport and trust over the phone, positioning Empire as the supplier of choice. Work closely with External Sales Team to book meetings for them during successful external telesales calls.

2. Lead Follow-Up from Marketing Campaigns & Events

Qualify and follow up on inbound leads generated from marketing campaigns, trade shows, exhibitions, digital campaigns, and website enquiries. All to be followed up within 48 hours of inbound lead. Conduct Telesales calls to follow up on marketing campaigns sent out by Empire Convert marketing-generated leads into active customers by understanding their requirements and proposing relevant Empire solutions.
Provide timely feedback to the marketing team on lead quality and conversion outcomes to improve future campaigns.

Gather and share market intelligence, including competitor activity, emerging trends, and customer feedback to help shape sales and marketing strategies.

3. Sales Growth & Revenue Generation

Identify upselling and cross-selling opportunities within the assigned account base. Drive account growth by introducing relevant Empire products and services based on customer needs and usage patterns. Consistently meet and exceed individual sales targets and telesales KPIs, including call activity, conversion rates, and revenue contribution.

4. Customer Relationship Management

Maintain regular contact with accounts to strengthen relationships and ensure customer satisfaction. Ensure all interactions contribute to a positive customer experience and long-term loyalty. Work closely with Customer Services, Operations, and Marketing to ensure a seamless customer experience and accurate fulfilment of telesales orders.

5. Sales Planning & CRM Discipline

Use CRM tools to manage a structured outbound calling plan, log all activities, and track sales opportunities. Follow up on quotes, promotions, and marketing campaigns via telephone in a timely and persuasive manner. Monitor customer buying patterns and develop strategies to maximise engagement and value.

6. Collaboration & Product Knowledge

Work closely with the external sales team to hand over growing accounts or collaborate on strategic opportunities. Stay up to date on the full Empire product portfolio, market trends, and competitor offerings to effectively communicate value and relevance.

7. Internal Sales Support & Order Management

Process customer orders, quotes, and returns accurately and efficiently.

Follow up on delayed orders and communicate status updates proactively to customers.

Liaise with operations, logistics, and finance teams to resolve customer issues and ensure smooth order fulfilment.

Support the internal sales team with administrative tasks, including data entry, report generation, and customer record maintenance.

Assist in the preparation and monitoring of sales promotions, ensuring internal alignment and timely execution.

Maintain high accuracy and timeliness in all order processing and internal communications.

Ensure customer queries are responded to within defined SLAs to maintain customer satisfaction.

Skills and Experience Required

Proven experience in an outbound telesales or internal sales role, ideally within the packaging, logistics, Construction, or B2B supply chain sectors. Demonstrated success in achieving or exceeding outbound call and revenue targets. Strong verbal communication and persuasive selling skills, with the ability to quickly establish rapport. Highly organised with the ability to manage multiple customer accounts and follow-up tasks effectively.
CRM proficiency with a good working knowledge of Microsoft Office tools.

Comfortable with order processing systems, workflow management, and administrative tasks related to customer accounts.

Core Competencies

Sales-Driven: Passionate about outbound sales with a proactive and persistent approach. Customer-Centric: Focused on solving customer challenges and delivering value over the phone. Resilient and Motivated: Capable of handling rejection and maintaining energy throughout the sales cycle. Detail-Oriented: Able to manage data accurately and follow structured sales processes. Organised & Efficient: Able to manage both sales and administrative tasks without compromising quality
Salary is competitive and negotiable

Job Types: Full-time, Permanent

Work Location: In person