Responsibilities
- Review and allocate inbound enquiries received through telephones, emails, webforms and chatbot channels.
- Monitor and manage inbound enquiries received through telephones, emails, webforms and chatbot channels.
- Review, assess and allocate sales enquiries to the appropriate member of the UK sales team using UK Service capability lists.
- Allocate non-sales enquiries to the appropriate business function.
- Contact customers to confirm receipt of their enquiry, and gather additional information or clarify enquiry requirements where required.
- Maintain accurate UK Service capability lists and the SGS Services database.
- Ensure Salesforce records are updated with accurate and complete information throughout the enquiry lifecycle.
- Review Salesforce records to maintain data quality, remove duplicate or outdated information, and improve accuracy.
- Verify that required documentation and mandatory fields are completed in line with SGS standards.
- Monitor enquiry progression and sales team activity within Salesforce.
- Review allocated enquiries to ensure customer communication has been recorded within agreed timescales.
- Monitor compliance with internal sales processes, the Sales Incentive Scheme and Responsible Sales & Marketing Policy.
- Produce regular reports and performance analysis to support business decision-making, reviewing CRM records and invoice revenue.
- Report on enquiry allocation, customer contact activity, response times and overall enquiry performance.
- Analyse sales performance data, including customer contact activity, lead management, client meetings, quotations and quote conversion.
- Monitor closed-won opportunities to ensure accurate data capture and revenue reporting.
- Provide performance feedback and insights to sales teams and management.
- Contact customers to acknowledge enquiries.
- Obtain additional information to support accurate enquiry allocation.
- Gather customer feedback following sales team engagement to support continuous improvement and service quality.
- Support Salesforce licence management and user access requests.
- Support colleagues with additional administrative needs as required.
- Develops skills and knowledge to progress in your career.
- Develops trust by providing timely responses to all inquiries, whether by Teams, email, or phone.
- Promotes a positive “Can do!” attitude and a safe working environment.
- Be knowledgeable and compliant with SGS procedures and standards.
- Takes initiative in all we do and perform other duties as required to further SGS mission of service, quality and growth.
- Builds and maintains strong working relationships.
- Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
- Ensures work area in GBS is kept clean and presentable at all times.
- Remains familiar with SGS quality assurance procedures.
- Complies to all SGS QHSE and HR policies and procedures
- At all times, complies with SGS Code of Integrity and Professional Conduct.
Requirements
- Experience with Salesforce
- Ability to review, assess and allocate sales enquiries
- Ability to maintain databases and internal systems (Salesforce & Service Information)
- Ensure accurate and complete data entry in Salesforce
- Review Salesforce records for data quality and remove duplicates
- Verify completion of required documentation and mandatory fields in line with SGS standards
- Monitor sales activity and CRM compliance
- Produce sales and performance reporting based on CRM records and revenue data
- Contact customers to confirm receipt of enquiries and gather additional information
- Gather customer feedback to support service quality and continuous improvement
- Support Salesforce licence management and user access requests
- Respond promptly to inquiries via Teams, email, or phone
- Comply with SGS procedures, standards, QHSE and HR policies
- Comply with SGS Code of Integrity and Professional Conduct
Additional Information
- Develops skills and knowledge to progress in your career.
- Promotes a positive “Can do!” attitude and a safe working environment.
- Takes initiative in all we do and perform other duties as required to further SGS mission of service, quality and growth.
- Builds and maintains strong working relationships.
- Ensures work area in GBS is kept clean and presentable at all times.
- Remains familiar with SGS quality assurance procedures.
