Sales & Customer Advisor, Onestore

Forest Garden Limited is a prominent player in the Other Manufacturing industry, specializing in the design and production of high-quality outdoor living products. With a commitment to innovation and sustainability, we deliver durable and aesthetically pleasing solutions that enhance outdoor spaces. Our extensive product range is supported by a skilled workforce dedicated to excellence in both manufacturing and customer service. We continuously invest in technology and processes to maintain our competitive edge and meet the evolving needs of our customers.

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Join us at Forest Garden Limited and be part of a dynamic team where your skills in sales and customer service will directly contribute to our ongoing success. We offer a collaborative environment that values your input and supports your professional growth.

This isn't a traditional customer service job. You'll be the voice of our Onestore brands, turning enquiries into orders by understanding what customers need and guiding them to the right product. You'll handle inbound calls, live chat and email, follow up on quotes and abandoned baskets, and spot every chance to add value, from bases and treatments to installation and upgrades. When customers need help after they've bought, you'll look after them too, because great service is what brings them back.
What you'll do
Convert inbound calls, chats and emails into sales, hitting individual and team conversion and revenue targets
Ask the right questions to understand each customer's garden, budget and plans, then recommend the best fit
Upsell and cross-sell, including bases, treatments, accessories, installation and premium upgrades
Proactively follow up open quotes, callback requests and abandoned baskets to close the sale
Build product expertise across sheds, summerhouses, log cabins, garden rooms, fencing and gates
Handle pre and post-sale queries, delivery questions and issues, keeping the customer onside and protecting future sales
Record every interaction accurately in our systems (8x8 and NetSuite)
Share customer insight with the team, including objections, xwzovoh competitor mentions and product feedback

Essential
Proven sales experience, ideally in a contact centre, telesales or retail environment
A track record of hitting targets, and the drive to beat them
A confident, friendly phone manner, you enjoy building rapport and aren't afraid to ask for the order
Resilience, handling objections and the odd "no" without losing momentum
Clear, accurate written communication for chat and email
Comfortable using multiple systems at once
Desirable
Experience selling home, garden, DIY or other considered purchases
Knowledge of CRM or contact centre platforms (e.g. 8x8, NetSuite)
An interest in gardens, DIY or outdoor living