Customer Service Sales Support

Location: Grantham (Alma Park Industrial Estate)

Package: Basic salary up to £32,000 (dependent on experience) plus bonus/commission & excellent PLC benefits

Hours: Monday to Friday, between 8:00am and 5:00pm

Sector: Packaging Design & Manufacturing

Protecting What Matters, Together

At Macfarlane Packaging, we're dedicated to protecting what matters most – our people, our customers, our communities, and the environment. Our commitment to customer satisfaction, sustainability, and continual improvement creates a collaborative, supportive, and friendly workplace where you can build a rewarding career.

With over 75 years of history, we combine the stability of an established business with the ambition and pace of a growing organisation. Our fast-paced, results-driven environment will challenge and stretch you, whilst providing genuine opportunities for personal and professional development.

We offer competitive rewards, flexible benefits, and a culture that values teamwork, adaptability, customer focus, and continuous improvement. If you're organised, commercially aware, and take pride in delivering great customer service, we'd love to hear from you.

The Customer Service Sales Support Role

Working within our Grantham design and manufacturing operation, you'll play a key role in supporting our customers and external sales colleagues, ensuring enquiries, quotations, and orders are managed accurately and efficiently from initial contact through to fulfilment.

This is primarily a customer service and sales administration role, with a strong emphasis on processing orders, preparing quotations, maintaining accurate records, and coordinating with internal teams to ensure customer requirements are delivered correctly and on time.

You'll act as an important link between customers and our Production, Procurement, and Logistics teams, helping coordinate delivery arrangements, communicate expected delivery times, provide updates on delays or changes, and ensure customers remain informed throughout the order journey.

Whilst the immediate priority is providing first-class customer service and dependable sales administration, there will also be future opportunities to develop your commercial skills over time and become involved in more proactive activity, including upselling, cross-selling, and outbound customer contact.

Key Responsibilities

• Manage day-to-day customer enquiries, primarily via email, responding accurately, promptly, and professionally.
• Process customer orders accurately and efficiently, ensuring all relevant information is captured correctly.
• Prepare quotations and supporting documentation, following up as appropriate.
• Maintain accurate customer, order, and sales information within Microsoft Dynamics and other internal systems.
• Coordinate closely with Production, Procurement, and Logistics to ensure smooth and accurate order fulfilment.
• Help coordinate customer deliveries, including confirming delivery arrangements, providing updates, and communicating any delays or changes.
• Support external Sales colleagues with customer communications, quotations, order updates, and account administration.
• Monitor pending orders and customer requirements, proactively identifying and resolving potential issues.
• Manage sales administration across a portfolio of customer accounts, ensuring records and documentation remain accurate and up to date.
• Respond to telephone enquiries and communicate confidently with customers and colleagues when required.
• Resolve customer queries and issues promptly, taking ownership through to a satisfactory outcome.
• Follow up quotations and outstanding enquiries to support effective sales progression.
• Identify opportunities to increase customer spend through appropriate upselling and cross-selling as your knowledge and confidence develops.