Purpose of the role * Deliver excellent service to customers over the phone and by email. * Accurately process orders, suggest suitable alternatives, and aim to impress customers so they choose you as their preferred supplier. * Contribute to efficient order processing and delivery. * Support counter sales and warehouse operations when needed. Key responsibilities Phone Sales * Serve customers promptly and professionally over the phone and via email. * Record, price, and process orders accurately. * Offer alternative products when requested items aren’t available. * Avoid product suitability recommendations; instead, provide options for the customer to choose from. * Process internet orders efficiently within required timeframes. * Upsell related products or additional items relevant to the customer’s needs. * Identify and share new customer leads with the sales team. * Coordinate with warehouse, account managers, delivery teams, and suppliers to fulfil orders on time. * Follow internal processes, including quote follow-ups and documentation. Systems & Administration * Enter orders accurately into the system. * Prepare and forward delivery paperwork to administration daily. * Check incoming stock against supplier paperwork and update inventory. * Process credits and other administrative tasks as required. Relationship & Knowledge Building * Build rapport with customers to encourage repeat business. * Maintain professional relationships with colleagues and suppliers. * Participate in training and continuously grow product knowledge. Support Duties * Assist at the trade counter: greet and serve walk-in customers. * Help in the warehouse with picking, packing, stocktaking, receipting, and general tidying as required. Health & Safety * Follow health and safety procedures to protect yourself and others. * Keep your workspace neat and hazard-free. * Report hazards, incidents, or near misses promptly. Skills & experience * Previous phone-based sales or customer service experience. * Product knowledge in fasteners or related industries is an advantage. * Confident using computers and business software. * Good numerical skills for pricing and calculations. * Strong attention to detail and accuracy. * Clear verbal and written communication. * Ability to manage multiple tasks and prioritise effectively. Personal attributes * Positive, friendly, and professional attitude. * Willingness to follow processes and instructions. * Initiative and proactive problem-solving. * Team player who supports colleagues when needed. * Reliable attendance and punctuality. * Focus on upselling and adding value for customers. This role offers a mix of phone sales, administration, and hands-on support, perfect for someone who enjoys varied work, teamwork, and building lasting customer relationships.