Customer Service Agent Project Business

The Villeroy & Boch Group with its Ideal Standard brand is one of the world's leading manufacturers in the ceramics and lifestyle sector. With our innovative and stylish products from the Dining & Lifestyle and Bath & Wellness segments, we have been creating moments and rooms to feel good in since 1748. Our success is based on the passion, design expertise and innovative strength of our more than 13,000 employees in 42 countries.

Want to become part of us? #shapeandcreate

Job Overview

To qualify project details in order to process pricing case requests across both Residential & Non-Residential Channels. To understanding the customer needs on each project and how and where we can add value. Ensuring accurate data/intelligence is entered in our dedicated salesforce system with an objective of growing our interaction with key trade partners, as well as increasing our conversion rate and share of wallet.  You will need a professional, proactive approach to work in this fast paced environment.

Responsibilities/Accountabilities & Duties

• Ensuring pricing compliance and appropriate DOA has been obtained on applicable pricing requests
• Proactive outbound calls to a range of customers in the industry to include Architects, Designers, Contractors, Plumbers and Merchants to establish key project details to ensure accurate project pricing
• Pro-active investigational tracking of projects within defined regional territory Capturing intelligence in our salesforce system ensuring data accuracy and maintenance of critical fields.
• Supporting mass update periods to ensure a quick and accurate response to the customers while still meeting SLA expectations on new cases that are received.
• Recognising a taking share opportunity with prospect accounts which can lead to valuable appointments for the External Sales Team
• Working as a wider team with the External Sales Team and Internal Sales and Bid teams to ensure we meet customers expectations on our Service Level Agreement.
• Understanding response time requirements when working on pricing enquiries
• Co-ordinate pricing decisions and communicating to the sales team for decisions
• Nurturing customer relations from pre-tender through to order placement
• Demonstrating an understanding of the tender process.
• Promoting all brands and services at every opportunity via telephone, email, face to face.
• To meet KPI targets around pricing requests and project tracking to help build project pipeline which will have an impact on transacted sales targets as part of wider channel.
• Identifying taking share opportunities within the sales pipeline. Recording detail to define and increase our share of wallet.
• Nurturing customer relationships from pre-tender through to order placement.
• Track down and confirm a copy of the order from our merchant partner.
• Demonstrating an understanding of the customer supply chain process.
• Promoting all brands and services at every opportunity via telephone, email, face-to-face.
• To meet KPI targets around project and opportunity tracking and transacted sales targets as part of wider channel.

Skills

• Customer focused
• Excellent communication skills both verbal and written
• Data accuracy
• Understanding of the market and the roles of the customer types. Recognise opportunity
• Computer literate, the ability to work with Microsoft Office and willingness to learn new systems

• Ability to work to deadlines and understand how to prioritise your work load
• Share of wallet, understanding our competitors and the current market
• Agility and flexibility to be a complete team player and help others as and when required.