Internal Sales Account Handler

Base salary up to £28,350, depending on skills and experience, plus a fantastic benefits package including company bonus, free parking, a competitive pension scheme, paid volunteering days, a subsidised onsite deli, and more. Designing award-winning products for our market-leading brands – Mira Showers and Rada - is our lifeblood. We focus on investing in the best technology and resources available, as well as in each and every individual . Put simply, it’s who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you’ll instantly see that, no matter our department or location, we all share the same values at Kohler Mira. From day one you’re part of the Kohler Mira community – a collaborative, forward-focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services, and inspire our people (who knew a bathroom manufacturing company did all this?!) But, to get to where we want to be, we are looking for an Internal Sales Account Handler. Find out more below! As the key point of contact for our B2B customers, you’ll handle inbound enquiries across phone, email, and customer portals, while taking ownership of accounts through the entire order fulfilment journey. You’ll be part of a collaborative Internal Sales team, where success is driven by teamwork and shared accountability. We’re looking for someone who takes initiative, makes confident commercial decisions, and can effectively balance customer satisfaction with business priorities. Key Responsibilities Order Book Management Accurately process all order types within SAP, including the validation of electronically transmitted customer orders. Review incoming customer orders against forecasted volumes using Power BI, proactively highlighting risks or variances. Liaise with Material Planners to ensure customer delivery requirements are met and supply constraints are effectively managed. Utilise customer order fulfilment portals for order placement, despatch and invoicing, ensuring all agreed Service Level Agreements (SLAs) are consistently achieved. Proactively use systems, tools and functional contacts to effectively manage the customer order book, minimising overdue orders and keeping customers informed of any changes to delivery dates or lead times. Management of Customer Returns Assess customer return requests and process them within agreed timescales, ensuring established procedures are followed and restocking fees are recovered where applicable. Coordinate with cross-functional teams and external logistics providers to arrange product uplift, ensuring returns cycle time targets are met. Regularly run and review returns reports to analyse return volumes, trends and outstanding actions. Customer Invoice Management Work closely with the Accounts Receivable team to identify and resolve customer invoice queries and account deductions, supporting timely account reconciliation and minimising aged debt. Investigate and resolve invoice disputes through effective fact-finding and root cause analysis. Use the invoice dispute database to ensure customer queries are logged, tracked and actioned promptly to avoid delays in payment. Replicate and upload invoices to customer web-based portals where required. Management of Customer and Business Needs Proactively seek solutions and make recommendations to resolve customer issues within established guidelines, ensuring outcomes meet both customer expectations and business requirements. Take appropriate opportunities to promote the business and raise awareness of branded products and services during customer interactions. Build strong relationships with key customers to understand their needs and identify opportunities for service or process improvements. Ensure customer service levels are achieved, maintained and exceeded against KPIs and business measures by working collaboratively with cross-functional teams. Maintain strict adherence to customer SLAs to avoid service failures and potential financial penalties.