Sales - Sales Support Analyst

Job title:        Sales Support Analyst

Reports to (title): Contact Centre Manager

Department:  Customer Excellence Team

Business unit:       NVSL, Commercial

Prepared by:  Head of Customer Experience

Date:                     December 2024

Main purpose of the role

To provide outstanding insight through data and support for our Sales teams in growing existing accounts, winning new business and being the primary point of contact to help them expedite solutions to existing customer challenges. Additionally, support the delivery of Hills activities and the maintenance of a strong working relationship with them.

Key responsibilities:

• Prioritise and complete accurate invoice analyses on behalf of the Sales team, presenting the insights and highlighting the opportunities to win new business.
• Prioritise and complete accurate reverse invoice analyses on behalf of the Sales team, presenting the insights and highlighting the opportunities to retain existing business.
• Prioritise and complete any other requested analyses (e.g. consumables) on behalf of the Sales team, presenting the insights and highlighting the opportunities to gain or retain existing business.
• Complete code conversions for customers moving from other wholesalers to ensure a smooth transition.
• Ensure Price files utilised for analyses are kept up to date to ensure accuracy of response.
• Maintain an excellent knowledge and understanding of NVS Group products and services to improve analyses and overall service.
• Build and maintain a thorough knowledge of key wholesaler competitor products and PMS idiosyncrasies.
• Be the primary Point of Contact for all TM customer support to help find solutions to customer challenges, working closely with the Customer Excellence Team where required.
• Create and maintain regular KPI / Management reports to highlight deliverables and successes. 
• Continuous improvement. Always look for ways to speed up analysis, drive more efficiencies, deliver better insight to TMs. Make recommendations and drive changes.
• Support periodic Telesales campaigns working with Customer Excellence, Sales, Buying and Marketing.
• Support Hills activities where required to maintain a strong working relationship and cover to ensure Hills receive continuity.
• Support Buying Group data requests.
• Support Sales Coordinator with new account creation and other activity as required.
• Liaise with other key departments as necessary to support customers and the business.
• Undertake other reasonable duties as required by the role.

Personal attributes:

• O Level or GCSE grades C or 5 and above in Maths and English
• Good knowledge of the UK veterinary market
• Strong analytical skills
• Can do, positive and constructive attitude.
• Remains calm under pressure.
• Able to demonstrate high levels of customer service excellence
• Excellent attendance and punctuality
• Experience of managing demanding expectations and handling difficult conversations
• Capable stakeholder management
• Manages execution of and prioritises multiple tasks
• Strong IT skills – in particular core software such as MS Excel