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Sales Support Representative

Date: Aug 15, 2019

Location: London, ENG, GB, EN1 3XE

Company: EBSCO Industries Inc

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that seeks to motivate, to inspire, and to provide growth opportunities to its employees. If you are looking to join a team like ours, we encourage you to explore our unique opportunities.

Key Responsibilities:


  • Track progress of customer orders
  • Meet SLA’s for delivery of order processing requirements
  • Work collaboratively with the Inside Sales Team to ensure that sales orders are returned in expected timeframes
  • Inform customers of the status of their outstanding support related issues;
  • Apprise EBSCO sales team of any specific issues as appropriate and support sales endeavours
  • Handle any credit or debit issues arising from EP orders
  • Identify opportunity to improve procedures and services forward toEuropean Support Manager to review and address if necessary 
  • Contribute to the EBSCOSales staff-team functioning supportively and to participate effectively in regular team meetings
  • Strive for 100% customer account retention and performance against SLA
  • Communicate verbally and in writing with customers asking questions and obtaining information, presenting logical and clear solutions, recording all communication NetCRM
  • Undertake projects, and run reports under general guidance involving research and analysis
  • Ensure the day-to-day requirements of the EBSCO team are met, prioritising accordingly e.g. post, filing, updating record systems and order entry
  • Assist Sales staff by supporting endeavours to generate additional revenue, to include, marketing, email and proactive support initiatives




The Candidate


Essential requirements:

  • Educated to GCSE standard or equivalent - Grades A-C in Maths and English
  • Experience of working in an admin or processing role within a professional environment
  • Some sales experience or experience of working with sales representatives would be desirable
  • Intermediate level of competence with the Microsoft Office suite, particularly Word, Excel and Outlook
  • Excellent at building and maintaining relationships with both colleagues and customers
  • Ability to prioritise and demonstrate attention to detail
  • Proactive and able to use own initiative
  • Works well in a team
  • Able to work well under pressure and to deadlines
  • Confident and able to push back when required
  • Excellent communication skills both verbally and written
  • Strong work ethic with a desire to achieve and maintain high standards
  • Works well under pressure and to deadlines
  • Able to grasp in-house systems quickly
  • Ability to multi task and resolve problems





  • Hours – 37.5 hours per week (plus unpaid lunch break) worked Mon-Fri
  • Permanent role based in our Enfield Office, North London

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