Summary:
As a Sales & Support Advisor at Wholesale Domestic, you will be the first point of contact for all customers visiting our busy trade and customer collection desk; providing advice, answering questions, and maximising sales opportunities.
The role can be fast-paced and demanding during busy periods, requiring excellent customer service, strong organisational skills, and the ability to manage multiple priorities simultaneously. Team members must be comfortable serving customers, processing enquiries, handling orders, and supporting the wider trade operation in a busy front-desk environment.
During quieter periods, employees are expected to work proactively and take ownership of administrative and business support activities. This includes following up customer estimates and quotations, building and managing trade customer accounts, responding promptly to emails and enquiries, maintaining accurate records, and identifying opportunities to support sales growth and improve the customer experience.
Success in this role requires a positive, self-motivated approach, with a willingness to adapt between customer-facing duties and administrative responsibilities as business needs dictate.
Location
Wholesale Domestic, Trade & Customer Collection Centre, 50 Montrose Avenue, Glasgow, G52 4LA
Responsibilities:
- Greeting and engaging walk-in customers: offering product recommendations; up-selling and cross-selling where appropriate; handling queries and managing issues
- Processing customer collections efficiently
- Handling product returns and exchanges correctly and in-line with company policy
- Promoting Trade Loyalty Program to eligible customers; registering new members and managing accounts to promote growth
- Handling incoming inquiries via phone, email, WhatsApp and Live Chat
- Creating estimates for customers and following up on these to secure sales
- Sales administration: account updates; finalising web orders; resolving payment issues
- Processing payments and creating digital invoices to send to customers
- Responding to emails and updating case notes on customer files.
- Proactively manage administrative tasks during quieter trading periods, including estimate follow-up, trade account administration, email management, customer communication, record keeping, and other activities that support sales performance and customer service standards.
- Balance front-desk customer service responsibilities with administrative duties, demonstrating flexibility and initiative throughout the working day.
- Follow up outstanding estimates to maximise conversion opportunities and support business growth.
Personal Attributes
This is not a role where employees wait for customers to arrive. Successful candidates will be naturally proactive and able to identify productive activities during quieter periods. This includes managing trade customer accounts, following up quotations and estimates, responding to emails, maintaining accurate records, supporting sales growth, and ensuring all customer enquiries are progressed in a timely manner. The ideal candidate will take ownership of the desk and continuously look for opportunities to improve service levels and business performance.
We are looking for an individual who:
- Is proactive and takes ownership of their workload without requiring constant direction.
- Thrives in a busy, customer-focused environment and enjoys working under pressure.
- Understands that quieter periods should be used productively to support business objectives and improve customer service.
- Has a strong sense of accountability and follows tasks through to completion.
- Is commercially aware and recognises opportunities to generate sales and develop customer relationships.
- Takes pride in delivering outstanding customer experiences.
- Demonstrates initiative by identifying and completing tasks that add value to the department and wider business.
- Has a positive, can-do attitude and is willing to support colleagues when required.
- Is resilient and adaptable, able to respond positively to changing priorities throughout the day.
- Is motivated by achieving results and contributing to the success of the Trade & Collection operation.
- Possesses excellent spoken and written English skills, with the ability to communicate clearly, professionally and confidently with customers, colleagues and suppliers in person, over the telephone and via email.
Desirable
- Experience working within a trade counter, builders merchant, bathroom, plumbing, kitchen, or home improvement environment.
- Previous experience managing trade customer accounts.
- Experience following up quotations, estimates, or sales leads.
- Knowledge of stock management, order fulfilment, or collection processes.
- Experience using showroom, retail, ERP, or CRM systems.
