Telesales Account Manager

About Phoenix 2 Retail
Phoenix 2 Retail is the leading wholesaler specialising in vaping and nicotine products, providing innovative route-to-market solutions for global brands. Our mission is to become the world’s leading supplier of smoking alternatives, built on the pillars of responsibility, innovation, education, and sustainability, to create a better future for retailers and consumers.

Our Values
Our "I CARE" values represent our commitment to fostering a culture of positive influence, unwavering commitment, individual and collective accountability, ethical responsibility, and the relentless pursuit of excellence. These values guide our actions and decisions, ensuring we deliver outstanding results for our clients and employees.

Role Overview
We are looking for a confident and motivated Telesales Account Manager to join our growing team in Peterlee. This is a fantastic opportunity for someone eager to develop their skills in tele sales, account management, and customer communication. As a Telesales Account Manager, you will build strong, lasting relationships with customers while managing order placement, resolving customer issues, and providing ongoing support. You will be a key point of contact for both new and existing customers, working across multiple WhatsApp retailer groups to keep communication smooth and orders flowing

Responsibilities

• Make telesales calls to retailers to support order placement, customer issues, and general support
• Build and maintain strong customer relationships via phone, WhatsApp, and email
• Manage day-to-day accounts across multiple WhatsApp retailer groups
• Process manual orders received through multiple order streams
• Follow up on payments in line with agreed payment terms
• Produce strong reporting on retailer participation and revenue
• Record customer interactions and update systems with relevant information
• Meet or exceed individual and team-based KPIs and performance targets
• Work closely with internal departments to ensure customer satisfaction and issue resolution

Requirements

• Excellent communication and interpersonal skills
• Confident handling calls and written messages, and building rapport quickly
• Organised, with the ability to work at a fast pace and under pressure
• Strong attention to detail, particularly when processing manual orders
• Professional and persistent approach to following up on payments
• Comfortable with reporting and tracking performance data
• Experience in telesales account management preferred

Benefits

• Competitive salary of up to £29,000
• Career Growth & Progression Opportunities
• Regular Development Plans & Reviews
• 24 Days Annual Leave + Bank Holidays
• Extra Paid Day Off for Your Birthday
• Employee Assistance Programme
• Salary Sacrifice Pension Scheme (5% Employer Contribution)