Sales Support Specialist – Education Contract

Hours: Full Time: 9.00 - 17.30

Location: London office, hybrid working                                   

This role sits within the thriving Education division, where they are proud to be market leaders in delivering high-performance, design-led furniture solutions. They have experienced sales tripling over the last decade and in 2024 alone, supplied over 400,000 chairs to schools, colleges, and universities across EMEA. Their success is driven by a passionate team, a collaborative culture, and a commitment to continuous improvement. Joining our client means becoming part of a dynamic, forward-thinking company where your contributions are valued, and your growth is supported. They are excited to welcome individuals who share their drive, integrity, and enthusiasm for making a meaningful impact. 

Role Overview

As a Sales Support Specialist, you will be the first point of contact for their B2B customers, primarily furniture dealers. Their mission is to deliver exceptional service by managing the complete order process and resolving delivery issues promptly, always ensuring customer satisfaction. 

Key Responsibilities

Order Management·       Process customer orders accurately and on time to eliminate errors·       Monitor service failures, analyse root causes, and recommend improvements·       Maintain service levels and support sales targets·       Place orders with supply chain partners as required·       Manage customer portals, ensuring the information is correct and up to date.

Customer Support·       Handle daily enquiries and resolve complaints efficiently via telephone and email·       Acknowledge orders back to customers via email·       Pre-advise customers on potential shortages, reasons, and next availability·       Log and track all complaints and queries, ensuring timely resolution

Stock & Delivery Coordination·       Gather stock data from Operations and communicate effectively to customers and internal teams·       Support stock allocation and ensure smooth delivery planning with Logistics Operators·       Provide adequate lead time for dispatch to meet deadlines and minimize costs

Administration·       Maintain and update customer account data and master records·       Prepare reports on complaints and service performance as requested·       Support team leader or manager with administrative tasks

Performance & Communication·       Achieve and maintain a customer service level of 98.5%·       Share weekly service updates internally and externally·       Communicate daily with customers on service matters·       Collaborate cross-functionally with Sales, Operations, and Logistics teams·       Participate in customer performance reviews and project work as needed

Qualifications

Proven track record of delivering exceptional B2B customer service for 5+ years, consistently meeting and exceeding client expectations.

Expertise in logistics and international shipping, including navigating complex post-Brexit documentation and ensuring seamless customs clearance for European orders.

Degree-level education or equivalent professional expertise, demonstrating strong analytical and organizational skills.

Comprehensive knowledge of order processing and OTC workflows, ensuring accuracy and efficiency in end-to-end operations.

Advanced proficiency in Microsoft Office (Word, Excel, Outlook) and ERP systems.

Exceptional communication skills (verbal and written), with a reputation for precision, attention to detail, and proactive problem-solving. Additional Information·      

This role requires regular presence in the London office. While we currently operate a hybrid model with three office days per week, additional in-office time may be required to support business needs.