**Business Support Coordinator
Responsible to: Business Support Supervisor and Business Support Manager
Responsible for: Customer Retention, Margin Improvement, Opportunity Identification
**Key Skills/Attributes
- Willingness to learn
- Confidence
- Adaptability
- Positivity
- Excellent Telephone Manner
- Resilience
- Optimism
**Job Purpose
To reduce customer churn, improve profitability, and capitalise on additional services provision. Coordinate Business Development Managers.
**Key Success Factors
Ensure high standards are met for:
- Health and safety, protection of the environment, and quality
- Customer care
- Presentation & Professionalism
- The care of company equipment
- Cooperation with, and mutual respect for others
- Honesty; commitment, care, and team harmony values
**Main Duties and Responsibilities
- Manage situations where customers intend to switch suppliers or cancel their services.
- Be understanding, pragmatic, and quick-thinking, able to resolve and overcome customer issues to ensure a satisfactory outcome and maintain their custom.
- Develop and implement sound retention strategies and use effective negotiation skills to minimise the impact of cancellation requests and rate reductions, securing updated contract agreements from customers.
- Build relationships and rapport with all levels of people, and have personable and productive conversations with them.
- Provide ongoing education of contract details and additional services to existing customers, obtaining customer contract commitments using sound telephone-based negotiation practices.
- Generate revenue growth by utilising a consultative selling approach with new sales of additional services and retention of current waste management customers.
- Establish and maintain a high level of customer satisfaction.
- Assist the Business Support Manager to resolve unique customer issues.
- Increase revenue and profitability by delivering proposals on retention calls to improve the customers' service and/or profitability while minimising price reductions.
- Match waste management services with customer needs by demonstrating knowledge of customers, pricing, and competition; effectively communicate pricing and service strategies; proactively engage with the Sales team on other waste management business opportunities.
- Effectively use software tools (i.e., Purgo, CRM, Power BI, Microsoft Office Suite).
- Acquire in-depth industry and company knowledge to prepare complex proposals and make recommendations on service levels, containers, and equipment.
- Act as a change agent to identify areas for operational efficiency and continuous improvement.
- Propose customer solutions that are compliant with appropriate safety, environmental, and local regulations.
- Deal with and resolve subcontractor service issues to ensure a high level of service and customer service is given to the customer.
- Support the field sales team by implementing agreements and providing day-to-day guidance.
- Provide detailed information to the field sales team around customers' current contractual obligations.
**Specialist Knowledge/Skills and Abilities
Essential
- Good customer communication skills.
- Strong conflict resolution skills.
- Ability to remain calm and professional in stressful situations.
- Gathering and analysing information about low margin work.
- Developing aggressive retention strategies based on customer feedback.
- Negotiating with customers to renew contracts and retain business.
- Building positive relationships with customers and business associates.
- Ability to present with confidence and clarity.
Desirable
- Problem solver - can demonstrate the ability to think on their feet with minimal input from others.
- Waste management experience.
- Advanced communication and interpersonal skills.
- Empathy and patience.
**Training, Experience, Qualifications Required
Essential
- Self-motivation
- PC skills
Desirable
- Prior experience with Sales/CRM systems
**Other Requirements
Essential
- Excellent organisational skills
Desirable
- Awareness of sustainability issues
- Awareness of environmental legislation
- Resourcefulness - can successfully find answers to problems