Summary
Purpose of role
In this role you’ll be responsible for managing the end-to-end operational process for the AirDoor product range – from handling customer enquiries and preparing accurate quotes, to tracking projects, coordinating installations, and providing exceptional customer support. Acting as the central point of communication between the AirDoor team, other internal VES teams and customers, the role will also drive process improvements, maintain accurate reporting, carry out any necessary admin tasks and support international operations / growth. This is a dynamic, multi-faceted role within a growing area of the business that requires strong organisational skills, attention to detail, interpersonal skills, and the ability to manage multiple priorities in a fast-paced environment.
Description
Roles and responsibilities
- Sales Quoting – to professionally liaise with the customer, carry out virtual feasibility surveys, and supply a suitable quote for any enquiries that come through in a timely manner that adheres with our pricing and lead times.
- Operational Process & Tracking – to keep an up-to-date shareable log of all AirDoor enquiries, chasers, orders, completed jobs and installs (including lead source), to correctly process / book this on our systems, and to liaise with centralised teams where needed (e.g. Accounts, Procurement, Operations, IT etc.).
- Project Management – to know where each order currently sits (e.g. enquiry, order, in production, final checks, out for delivery, being installed etc.) and to liaise with the whole AirDoor team to check each job is planned in and will be finished to a good quality standard in a timely manner (essentially being the glue between all members of the team).
- Installation Planning – to plan in and track all AirDoor installations, outsourcing jobs if necessary and arranging any required team training / site qualifications (e.g. CSCS, IPAF, PASMA).
- International – to quote the international enquiries that come through, and to collaborate with / support our partners on anything that may arise (e.g. shipping, tariffs, translations, setting us up as a supplier with customers, travel arrangements, general queries etc.).
- Admin & Business Support – to assist the AirDoor team with tasks such as responding to emails / calls, setting customers up on our systems, new starter onboarding, organising travel, hotels / overnight allowances, management of our data licenses, booking in meetings, preparing for customer visits, sales / marketing admin support, procurement / stock control, and anything else asked of by the Head of / Director of the Department.
- Customer Support – to be our first line of defence managing customer service queries, after sales support and resolving issues as and when they may arise.
- Analytics – to continuously track and regularly report on agreed operational and financial KPIs to both the Head of and Director of the Department.
- New System / Process Set-up – to look for efficiencies / improvements and help set-up better systems / processes to scale our manufacturing and operations up to meet demand, offering thoughts on how much AirDoor should / shouldn’t be integrated with the rest of the business, and train the team on all our future systems and processes.
- Customer Reporting – to set-up regular energy data / ROI reporting to customers post install at agreed milestones (e.g. 1-month, 3-month, 6-month, 1-year) to try and increase customer loyalty and repeat business.
This specification is not an exhaustive list of duties; you will be expected to carry out different tasks as necessitated by your changing role within the Organisation and the overall Business objectives of the Organisation.
If you would like to apply for this position, then please send a covering letter outlining clearly why you think you will be suitable for this position and attaching your CV to the HR and Talent team hrandtalent@ves.co.uk