Brock Teiffel

My current position of Project Sales Coordinator involves coordinating internal teams, and client facing communication. The goal of the role is to be a centre for the proceedings internally, and effective communication back to the client. Any complaints, feedback and communication notes are fed to myself to coordinate, convey and exceed client expectations. Every order passed through myself, to ensure all details have been captured and relayed to the relevant team members. Further breakdown of individual tasks is below.

Complaints and Escalation Manager:

• Listening to seek understanding, asking key questions whilst displaying empathy
• Formulation of solution for the client, and presenting this to them in a timely manner
• Decision making as to other team members, or management involvement/approval of solution, depending on severity of the complaint, and booking meetings where necessary
• Once resolution is complete, proactively following up to ensure that the clients expectations were met, and listening to any additional feedback.
• Any feedback that needs to be relayed to management is done so immediately, and in detail

Manage all customer service tasks, such as:

• Answering inbound phone calls
• Manage all shared, and personal, customer facing email accounts
• Order entry, quote entry and follow up
• Responding to general inquiries
• Handling all customer complaints
• Sending out invoices, and following up unpaid invoices

Sales Coordinator:

• Assisting sales team with production and freight costs, to ensure GP target is met on custom orders in the quoting stage
• Liaising with the design team, and sales personnel, to ensure adequate time is given for custom drawings and renders, ensuring time frames are workable
• Outlining terms of trading and relevant custom product contract conditions are clear and understood
• Keeping relevant teams informed of upcoming stock movements and dates
• Working with national sales, and production managers, regarding systems and process improvements

Project Coordinator:

• Collating, and coordinating all internal stock transfers
• Head of communication between internal staff, and clients, on progression of custom made orders, through to delivery
• Booking in the freight and transport, and coordinating site deliveries when needed
• Follow up outbound calls to ensure the client expectations were met/exceeded.

Government Contract Management:

• Coordinating quote request, and engaging appropriate contractors
• Completing internal quoting, including managing GP decisions and all installation components, and formalising documents
• Submitting document to the government for approval
• Once government PO is received, issuing our work order to the contractor, and allocating costs to the invoice and the work order
• Communicating with contractors to set start and completion dates
• Product dispatch coordination in accordance with the dates set
• Oversee the project through to completion, and issue invoice to the department

Maintaining customer service responses, through various inbound channels:

• Over counter sales
• Online chat
• Phone calls
• Emails

Managed the top three national customers, as their account manager, including all:

• Quoting
• Order entry
• Freight and delivery coordination