Commercial Support Advisor

Commercial Support Advisor

Location: Bury , BL9 8RY
Contract: Fixed Term Contract/ Temporary
Hours: Full time - Monday to Friday 37.5 hours a week

Start Date : ASAP

About the Role

As a Commercial Support Advisor, you will play a pivotal role in delivering seamless and efficient support to our business partners, primarily our Sales Representatives. Acting as the first point of contact for a wide range of queries, you will provide timely, accurate resolutions while proactively identifying opportunities to improve processes and enhance the overall partner experience.

This role is ideal for a highly organised, patient, and proactive individual with exceptional communication and active listening skills, who is passionate about delivering outstanding service and contributing to the ongoing success of the commercial team.

Key Responsibilities

Query Management

• Act as the primary point of contact for incoming queries via phone, email, and Microsoft Teams
• Effectively manage and resolve all queries in line with agreed Service Level Agreements (SLAs)
• Ensure all email queries receive a response within 24 hours

Performance Monitoring

• Maintain a call answer rate of 95% or above
• Ensure average call wait times remain under one minute
• Adhere to SLAs across different query types and monitor performance consistently

Cross-Functional Collaboration

• Serve as a key liaison between Sales Representatives and internal departments including Credit, Logistics & Planning (LPS), and Warehouse
• Work closely with external partners such as carriers and customer care teams to resolve delivery-related issues
• Support smooth end-to-end operations by driving effective communication and timely issue resolution

Account Administration

• Process new account applications promptly and accurately
• Ensure all applications are added to internal tracking systems within 24 hours of receipt

Proactive Problem Solving & Continuous Improvement

• Actively participate in initiatives aimed at reducing contact volumes or improving the partner and customer experience
• Run, review, and analyse reports, particularly relating to territory changes or promotional activity issues
• Take a proactive approach to resolving queries by considering wider business impact and potential effects on other customers
• Collaborate with key stakeholders to mitigate risks and prevent recurring issues

Relationship Building & Change Management

• Participate in meetings and events with field-based representatives to build strong working relationships
• Support and contribute to change initiatives by collaborating closely with business partners
• Help drive continuous improvement in processes and outcomes for all stakeholders

About You

• Strong organisational skills with the ability to manage multiple priorities
• Excellent verbal and written communication skills
• A patient, proactive, and solutions-focused approach
• Confidence working with multiple internal and external stakeholders
• Experience using Microsoft Teams and email-based support systems (desirable)
• A strong customer service mindset with a commercial awareness

Why Join Us?

• Be part of a collaborative and supportive commercial team
• Opportunities to influence process improvements and ways of working
• Exposure to cross-functional teams and key business partners
• A role where your contribution directly impacts business performance

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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