Telesales /Sales Support & Customer Service Coordinator


Title: Telesales/Sales Support & Customer Service Co-ordinator
Reporting to: Customer Service Manager / Head of Operations

Department:Customer Service Hours of work: 8.30 am – 5.00 pm Monday to Friday 1 hour lunch break


Purpose: To offer high standard of customer care and sales including product knowledge, education and technical support to Grafton customers

 Key Objectives – Telesales/Sales Support

  • Liaison with key accounts, multiple chains, suppliers and customers
  • Excellent telephone communication skills
  • Regular meetings with division/brand manager/marketing to ensure objectives are met
  • Work to achieving monthly targets set by sales managers to ensure objectives are met
  • Assist with the set up and production of reports to show measurement of targets, margins, pricing, KPIs and reporting
  • Maintain interactions within NAV/CRM systems
  • Be able to produce presenter sheets/e-shots, letters and brand information to be sent to customer base in conjunction with the marketing department
  • Good product knowledge with ability to make recommendations and also troubleshoot
  • Visit customers where applicable
  • Attend exhibitions and events to gain an awareness of the market place, awareness of competitors, improve knowledge and add to your training matrix
  • Understanding of competitor research
  • To attend sales meetings as required and sharing content with CS team

Key Objectives – Customer Service

  • Focus on Account Management by building relationships and a smooth running of customer base in order to promote and offer the best levels of customer care
  • To take ownership and responsibility of all duties
  • To process all orders accurately and efficiently to meet customer expectations in a timely manner
  • Administration tasks and support to the Customer Service Department, Warehouse, Retail, Salon & Wholesale, Education & College
  • Excellent telephone and email communication skills for liaison with customers, suppliers and internal teams
  • Assist with the set up and production of reports to show measurement of targets, margins, pricing, KPIs and reporting
  • Maintain interactions within NAV/CRM systems
  • Update call log sheets in excel on daily basis
  • Complete weekly / monthly focus report

Other Responsibilities

  • Follow all Customer Service procedures as outlined in the manual – including monthly focus on amending posting dates
  • Export – to follow the company process in line with HMRC requirements, link all paperwork to NAV and/or company folder
  • Liaise with all relevant departments to agree availability of stock, agree delivery dates and confirmation of order fulfilment to meet timescales
  • Day to day communication with customers, with emphasis on meeting order quantities and delivery timescales
  • Telemarketing involving informing customer base of offers, promotions, pricing and obtaining orders
  • Build and maintain relationships with ‘buddies’ assigned to you
  • Ongoing training in line with Training Matrix
  • Process all phone orders via direct order entry
  • Work to the NAV and Shopify processes
  • Provide accurate information of stock availability to customers
  • Collate and update customer information files on individual accounts to include contracts and procedures, including labelling, bar codes, packaging and delivery instructions, including compliance in the relevant systems
  • Where necessary booking in of deliveries and communication to customers
  • Dealing with Debit Notes, Returns, Collections, Credit Notes and Invoices
  • Editing and converting orders, raising invoices, sending invoices and produce a consignment note for delivery including all export documentation
  • Update special prices and discounts
  • Complete credit and debit card payments and refunds – in line with GDPR
  • To track parcels via DPD website and Royal Mail tracker as needed and inform customers of outcome and any action required
  • To produce Reverse It documentation for all products/items to be returned to head office or an alternative address
  • Attend company presentations including marketing drop in sessions
  • Dealing with customer complaints and queries
  • To enable the department to run efficiently there will be times when both areas of the customer service department will be required to assist with each other’s duties.  This will help to cover for holiday, sickness and volumes of workloads and also encourage the multi-skilling of the team members
  • To envelope and post out newsletters, mail outs, invoices and statements as and when required
  • Adhoc administration duties as required by Customer Service department
  • Health & Safety Policy and procedure is to be followed and is the responsibility of all staff

Performance and measuring results

  • Achievement of Key Objectives
  • Achievement of Key Performance Indicators
  • Fulfilling your responsibilities
  • Retention of a harmonious working relationship with other teams within the company
Skills Required
  • Excellent use of Word, Excel, Shopify, NAV & CRM systems
  • Excellent telephone, email, excel and power point communication skills for liaison with suppliers, customers internal and external
  • Face to face communication with senior members of Grafton International staff, and other Grafton and Eyelash Emporium departments
  • Good negotiation skills and problem solving and good standard of English and Maths required
  • Ability to work under own initiative as well as part of a team and prioritise workload
  • Excellent administration skills - superior Customer Service / Telesales skills
 Behaviour competency
  • We do what we promise
  • We’re proud of our brands and exceptional service
  • We deliver results
  • Together works

 The company reserve the right to amend this Job Description at any time in accordance with your Employment Contract

Please apply to Julie Freer, Customer Service Manager at, attaching your CV.