Sales Support Specialist - Basildon

About Arc

Arc is a premier IT Managed Services Provider headquartered in the UK, delivering dependable and advanced IT solutions to multiple industries. We have built a strong reputation for excellence by offering IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps, and AI services. Our dedicated team strives to provide exceptional customer service and technical expertise to boost client success.

Role Overview

This Sales Support position is integral in offering professional and efficient assistance to both potential and current customers throughout the sales cycle. This role serves as a crucial contact point for customer inquiries, quotations, orders, renewals, and service-related issues, ensuring a seamless and positive client experience.

The position involves direct interaction with external clients and internal teams to facilitate the smooth advancement of sales prospects, order fulfillment, and ongoing account needs. The role significantly contributes to customer loyalty, operational efficiency, and revenue growth by delivering excellent service, organisational skills, and meticulous attention to detail.

Key Responsibilities

• Act as the main contact for customer inquiries through phone and email.
• Develop and sustain strong customer relationships by maintaining professional and responsive communication.
• Provide assistance for product, service, and order-related queries, ensuring prompt resolution or escalation when necessary.
• Keep customers informed about status updates concerning quotations, orders, renewals, and service requests.
• Enhance customer retention through high-quality service throughout their lifecycle.
• Prepare and send accurate customer quotations within agreed timeframes.
• Process customer orders ensuring all data is accurate and complete before submission.
• Follow up on open quotations and customer requests as appropriate.
• Collaborate with suppliers and internal teams to gather pricing, availability, and product information.
• Track order progress and provide customers with regular updates until fulfillment.
• Maintain comprehensive records of customer interactions, sales opportunities, quotations, and orders within CRM/PSA systems.
• Create sales documentation and administrative paperwork as needed.
• Support contract renewals and service reviews by contacting customers within designated timescales.
• Generate reports and updates related to sales activities, customer queries, and pipeline status.
• Ensure customer records are accurate, complete, and consistently maintained across systems.
• Log customer communications and actions per company standards.
• Assist in data-driven reporting and sales forecasting through precise data management.
• Work collaboratively with sales, technical, finance, and operations departments to efficiently address customer requests.
• Coordinate new customer onboarding and service setups, ensuring delivery teams receive accurate information.
• Help resolve customer issues by liaising with relevant departments and keeping customers updated.
• Participate in internal projects aimed at improving customer experience and operational effectiveness.

Preferred Qualifications and Experience

• Previous exposure to sales support, customer service, account support, or sales administration roles.
• Strong customer service competence focused on building and maintaining professional relationships.
• Excellent organizational skills coupled with strong attention to detail.
• Effective written and verbal communication abilities.
• Capability to juggle multiple tasks and priorities in a dynamic environment.
• Proficient in Microsoft Office tools, especially Outlook, Word, and Excel.
• Team player with a customer-centric approach working across various departments.
• Experience in IT, MSP, or technology sectors is advantageous.
• Knowledge of IT services, cloud technologies, telecommunications, or cybersecurity beneficial.
• Experience with CRM and PSA platforms such as HubSpot, HaloPSA, ConnectWise, or Autotask is preferred.
• Familiarity with contract renewals and customer account management considered a plus.

Benefits and Culture

• A vibrant and supportive workplace environment.
• Opportunities for growth and career advancement within the organisation.
• Continuous training and development programs.
• Competitive remuneration package.

Additional Details

Arc values diversity and inclusivity, believing that varied backgrounds and viewpoints foster strength. Candidates are encouraged to apply even if their experience does not perfectly align with the job description. We are an equal opportunity employer and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

Applicants must have the legal right to live and work in the UK as sponsorship is not available currently.

We are committed to accommodating candidates with disabilities by providing necessary adjustments during the recruitment process. Please specify any required accommodations within your application.