Aftermarket Sales Coordinator

Description

• Permanent
• Full Time
• Competitive salary
• 40 Hours per week / Flexible start
• Location: Bembridge

Key Responsibilities

• Take full ownership of sales activity for spare parts, repairs, modifications, and aftermarket services.
• Manage inbound enquiries and convert them into profitable sales through tailored quotations and effective follow-up.
• Deliver against individual and team sales targets with accountability for monthly and quarterly turnover performance.
• Identify and pursue upsell/cross-sell opportunities within the customer base to increase average order value.
• Actively participate in marketing and business development activities to generate leads, support promotions, and improve product awareness.
• Focus on consistently improving both revenue and customer satisfaction through a structured, proactive approach.

• Serve as the primary point of contact between Britten-Norman and its aftermarket customers, ensuring tailored communication to meet specific client expectations.
• Own end-to-end customer account management from enquiry through to delivery while maintaining high responsiveness and professionalism.
• Maintain regular contact with all customers, using face-to-face meetings, video conferencing, or calls as appropriate.
• Handle customer issues, concerns, and escalations swiftly and diplomatically, involving the Aftermarket Manager when necessary.

• Ensure real-time maintenance of sales records, CRM data, order tracking, and customer account history.
• Provide accurate and timely quotations, orders, invoicing, and customer reporting in line with internal procedures.
• Ensure all support tasks are carried out in line with relevant SOPs and complete full contract reviews for each order.
• Support the Aftermarket Logistics & Stores Controller during peak periods or absence, including booking in, picking, packing, and dispatching parts.

• Maintain co-operative and productive inter-departmental and inter-company relationships to ensure exceptional service delivery.
• Communicate clearly and constructively with colleagues across logistics, engineering, finance, and leadership.
• Provide mentoring and assistance to junior team members where appropriate and contribute to team development.
• Identify risks early, raise concerns or uncertainties promptly, and support continuous improvement efforts across the business.

• Produce weekly, monthly, and quarterly reports on customer activity, sales performance, and outstanding orders.
• Support wider business initiatives through the creation of ad hoc spreadsheets, reports, and data summaries.
• Provide upward feedback to line management with suggestions for process or performance improvements.
• Participate in training as required and identify personal development opportunities to enhance role performance.

Skills, Knowledge and Expertise

• 2 years experience in a sales and customer support role
• Experience working with technical products or services ideally in aerospace, automotive, manufacturing, or engineering sectors
• Customer account management experience
• Experience managing quotes, orders, and pipelines in a sales or commercial environment
• Strong verbal and written communication at all levels (internal and external)
• Confident telephone and video communication style
• Ability to build rapport and maintain long-term customer relationships
• Clear and persuasive sales techniques
• Ability to analyse quote-to-order conversions, sales trends, and customer behaviours
• Proficient in Microsoft Excel, Outlook, Word

Benefits

• 36 annual leave days (inclusive of Bank and Public Holidays)
• Contributory pension scheme with a salary sacrifice option
• Private healthcare scheme
• Flu vaccination
• Dental and optical cover
• Employee Assistance Program
• Support with learning and professional development (courses and licenses)
• Health screening and therapies
• Digital GP
• Referral bonus

About Britten-Norman