We have partnered with a large Australian manufacturer and distributor supplying products and consumables to businesses across almost every sector of the economy. They make much of what they sell, operate a national branch network, and are part way through a programme to modernise how thousands of their smaller customers order.

The role

Most internal sales roles are reactive. The phone rings, you process the order, you move on.

This one works differently. You will hold a national book of customers who have no dedicated sales representative, and you will decide how they are managed. Part of that is commercial: keeping relationships warm, spotting where a customer has drifted, finding the substitution or standardised product that takes cost out for both sides.

The other part is a change programme. Around a third of your time goes to moving those customers off phone and email ordering and onto the business's eCommerce platform. It is a stated priority, it is measured, and the person in this seat has real influence over how it is rolled out.

What you'll do

• Run a proactive call cycle across a national customer base, maintaining relationships, tracking usage patterns and spotting where volume is slipping before it becomes a problem

• Move customers from offline ordering onto the eCommerce platform, from first demonstration through to account setup, navigation and repeat use

• Identify rationalisation, substitution and standardisation opportunities that lower customer cost while keeping volume with the business

• Advise customers on order quantities and product mix where there is a saving to be made on both sides

• Prepare quotes using the online quoting tool within delegated pricing authority, and keep CRM activity current

• Resolve inbound commercial and technical queries, and enter orders when required

• Judge which customers suit digital self service and which still need higher touch support, and make the call

• Report adoption barriers, usability problems and improvement ideas back to management

What you'll bring

• Two or more years in internal sales, account support or customer service in a business to business environment. Industrial, wholesale, distribution, logistics, manufacturing and FMCG backgrounds all translate well

• Commercial and numerical confidence. You can hold a pricing conversation, read a margin and explain why an alternative product is the better buy

• The ability to influence customer behaviour rather than simply process what is asked of you. A large part of this role is changing established habits

• Comfort managing high volume, repeat order accounts without letting the detail slip

• Working knowledge of CRM and ERP systems, and enough Excel to run your own reporting

• Clear written and verbal communication. Almost every relationship you build here starts on the phone

Who this role is for

You like owning something. This is not a queue you work through. It is a customer base you are accountable for, and how it performs is visible.

You are comfortable being the person who suggests a different way of doing things. A good portion of your week is spent persuading customers who have ordered the same way for years to try something new, then following up until it sticks. That takes patience and a bit of stubbornness. The people who struggle in roles like this are usually the ones who take a no at face value.

You also need to be even handed about service. Digital adoption cannot come at the cost of a customer's supply or their relationship with the business. Knowing when to push and when to pick up the phone instead is most of the skill.

This role is not for you if:

• You want a field based role. This one runs from an office, and your customer contact is by phone, email and video

• You prefer processing orders to shaping them

• You want to chase new logos. Your book is existing customers, and growth comes from within it

• You would find it frustrating to spend a third of your time on a change programme rather than on selling

• You dislike having your activity measured. Call cycles, quotes and adoption are all tracked

Why you'll love working here

• A national customer base run from one desk. Your decisions affect customers in every state, not one postcode

• Ownership of a defined book rather than a shared inbox. The performance of those accounts is yours

• Genuine input into a programme the business is invested in. Your feedback on what customers resist shapes how the rollout is adjusted

• Broad exposure across the business. You will work with branch managers, regional managers, procurement, warehouse teams and field sales as a matter of routine

• The backing of a large, established operation with proper systems, training and safety standards behind you

• A clear line of sight to senior management. Your work is seen by the people making decisions about the customer base, not buried three layers down

Apply now!