Contract Type:

Fixed Term (Fixed Term)

Job Title:                                                    Sales Support Coordinator

Reports to:                                                Customer Engagement Manager  

Business Area:                                         Sales & Marketing - Laddaw® Wholesale

Who we are

Belron UK Ltd (trading as Autoglass® and Laddaw®) are part of the global Belron® group of companies, the world's leading vehicle glass repair and replacement business. Home to 29,000 employees, Belron operates across over 30 countries and 6 continents to ensure all our customers receive the best quality service.

Our Values of Caring, Genuine, Collaborative and Driven are our DNA and underpin everything we do by shaping how we interact with our people internally, and our external partners and customers.

Our purpose as one of the Belron® group of companies, is making a memorable difference with care. 

Job Summary

The Sales Coordinator supports Laddaw® wholesale customers by providing responsive, day-to-day service via webchat, phone, and email. Reporting to the Customer Engagement Manager, the role focuses on quoting, price negotiation, order processing, and resolving service-related queries including returns, delivery updates, and technical enquiries. Working closely with Internal Account Managers, the Sales Coordinator ensures smooth handover of customer needs and sales opportunities, contributing to a seamless and high-quality customer experience.

Accountabilities and Responsibilities

 Your key accountabilities and responsibilities will be to:

• Respond to customer enquiries via webchat, phone, and email with a professional and timely approach, to deliver key metrics such as call volumes, abandoned call rate, and customer satisfaction, sales and associated product attachment rate.
• Prepare and issue accurate quotations, negotiate prices within agreed limits, and process customer orders efficiently, maintaining a high standard of accuracy and service turnaround time.
• Manage service tasks including order progression, returns, and technical enquiries, ensuring customer satisfaction and minimising disruptions using Salesforce and internal systems.
• Ensure a smooth handover of client needs and sales opportunities to Account Support Managers, supporting the team’s conversion and customer satisfaction metrics.
• Handle and resolve customer escalations and service issues with urgency, ownership, and professionalism, to ensure customer satisfaction and maximise service recovery.
• Build strong working relationships with Supply Chain, Customer Engagement, and Account Management teams to ensure a coordinated and seamless customer experience.
• Utilise the Salesforce Sales Cloud CRM system effectively to track customer interactions, identify key issues, support customer satisfaction and sales growth.
• Accurately manage all paperwork and digital records in line with internal procedures and compliance standards.
• Contribute to a positive team environment, supporting team engagement and productivity metrics.
• Plan, prioritise, and manage tasks across multiple systems to ensure internal and external customers are served efficiently and accurately.
• Act as a key support for day-to-day enquiries and service delivery for key customer accounts, helping maintain high performance in customer retention and satisfaction.

Skills, Experience and Qualifications

• Telesales/outbound sales experience desired
• Account management and/or customer service experience desired
• Organised, with high attention to detail, highly inquisitive with a desire to improve.
• Good interpersonal skills – a proactive collaborator who is effective at communicating.
• Salesforce Sales Cloud – Desired

Key Stakeholders

• Wholesale Customers
• Wholesale Leadership team
• Commercial Analyst
• Supply Chain Leadership

Key Performance Indicators & Measures

• Improvement in customer satisfaction and NPS
• Improvement in customer retention
• Sales conversion rate
• Value Added Products and Services (VAPS) conversion
• Voice of the Internal Customer (VOIC)
• Core performance metrics