Customer Service / Sales Administrator

Job Specification

Job Title : Customer Service / Sales Administrator

Location : Washington, Durham

Salary : Up to £30,000

Working Hours : 8 : 30 to 5pm Monday to Thursday, 08 : 30 to 1 : 30 on Friday

Main Purpose of the Role

To deliver a high level of customer service and sales support to a portfolio of allocated customers. The role is focused on effective communication, proactive relationship building, accurate order processing, and collaboration with internal departments to ensure best-in-class service delivery. The individual will be responsible for managing quotations, handling complaints, and identifying opportunities for customer growth and retention.

Key Responsibilities

Accurately process customer sales orders using SAP.

Ensure orders align with agreed terms and pricing.

Act as the primary point of contact for allocated customers.

Provide regular updates regarding order status, delivery timelines, and product availability.

Manage expectations proactively in the event of order delays or changes.

Build strong, long-term relationships that support customer retention and sales growth.

Monitor and act upon customer buying patterns, identifying gaps or reductions in spend.

Generate customer quotations in SAP and CRM based on specifications received from the technical team.

Maintain and update a centralised quotation log with all relevant information.

Follow up on all customer quotes to ensure pricing accuracy and track potential conversions.

Efficiently manage and resolve customer complaints.

Ensure all issues are logged, tracked, and communicated through the appropriate internal systems.

Keep customers informed throughout the resolution process.

Verify that all products are accurately priced in accordance with agreed pricing structures.

Ensure consistency between quotations and invoices.

Expected Results / Performance Metrics

High customer satisfaction and retention rates.

Accurate and timely order processing.

Active contribution to sales growth via upselling and customer development.

Efficient resolution of complaints and issues.

Maintenance of detailed and accurate CRM and quotation records.

Job Requirements

Essential Skills & Experience :

Customer Service Experience : Minimum 2 years' experience in a customer service or internal sales environment, preferably within a manufacturing or distribution setting.

Sales Order Processing : Proven experience handling order processing systems (e.g., SAP or similar ERP software).

Communication : Strong verbal and written communication skills; confident liaising with internal teams and external customers at all levels.

Problem Solving : Ability to resolve issues efficiently and professionally, with a focus on customer satisfaction.

Attention to Detail : High level of accuracy when entering and managing data.

Time Management : Ability to manage multiple priorities and deadlines in a fast-paced environment.

For more information please contact Travis Townsend at Major Recruitment.

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