Trade Customer Care Telesales Colleague

Company Description 

Are you ready to embark on a journey where innovation meets passion, and collaboration fuels success? Look no further! We are seeking dynamic individuals to join our team and contribute to a workplace that values creativity, diversity, and continuous growth.

At Optibac Probiotics (Wren Laboratories Ltd) we believe in cultivating an environment where talent thrives, ideas flourish, and every team member plays a crucial role in our collective success.

If you're passionate about health and well-being, eager to make a meaningful impact, and ready to be part of a forward-thinking team, then we want to hear from you!

As scientists discover more about the important role of the gut in overall health and wellbeing, the global demand for probiotic supplements is increasing dramatically and as the experts in friendly bacteria, specialising entirely in live cultures, we are committed to producing a high quality supplement range containing some of the most researched strains in the world, developed in the world’s leading laboratories.

Our award-winning range is sold in the UK, Ireland and many international markets via multiple different sales channels including pharmacies, health food stores, grocery, online retailers, marketplaces and Complementary & Alternative Medicine (CAM) practitioners. 

Pioneers of the probiotics supplement category, Optibac has long been championing the gut health revolution, tirelessly educating professionals and consumers alike on the benefits of friendly bacteria in maintaining overall health and wellbeing.  Our continual mission is to ‘empower millions of people to change their lives with the power of probiotics’.

A highly ambitious company who believe in really making a difference to people's lives through their product range, maintaining a vibrant & inspiring workplace and to giving back to wider society through charitable giving. To date Wren Labs has donated over £1.5m to charitable causes.    

As a family-run business we have a strong focus on work-life balance and ensuring contributions are recognised and valued.

Main Purpose & Scope Of The Job

As part of the Telesales Team, you will play a pivotal role in achieving sales targets by providing support to the field-based Sales Representatives, nurturing existing relationships with retail stockists across the Pharmacy and Heath food store sector and increasing brand awareness of the Optibac range. 

Flexibility is essential at Wren Laboratories, with all teams working closely together to support and develop the Optibac brand, so occasional additional support duties may be required in other areas of the business.

Tasks & Responsibiltes 

This document outlines the duties required of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may vary from time to time but these would not change the general character of the job or the level of responsibility.

Customer Outreach:

  •  Build and maintain excellent relationships with existing retail stockists through effective communication. 
  • Support such retail stockists with proactive regular outbound phone calls, offering stock, promotions, merchandising & marketing material and over-the-phone training to reach target KPIs.
  • Answer incoming trade calls (existing & potential stockists) and meeting customer needs (orders, questions etc).
  • Managing customer relationships to encourage repeat business and referrals.
  • Providing excellent customer service to address enquiries, resolve issues, and maintain customer satisfaction.
  • Monitoring personal performance metrics and making adjustments to meet goals.

Consumer Interaction:

  • Answer incoming consumer calls (general public), providing support with order generation and delivery queries.
  • Upon request, provide information & bookings relating to the call back advisory service offered by the in-house team of nutritional advisors.
  • Process WorldPay transactions.
  • Providing excellent customer service to address enquiries and resolve issues, helping to maintain the company’s 5-star Trustpilot review rating.

Sales Support:

  • Develop a close working relationship with our team of Sales Representatives who cover the UK & Ireland, supporting them and their territory performance.
  • Collaborating with sales and marketing teams to align efforts and strategies.
  • Sharing insights and feedback with the team to improve overall sales performance.
  • Processing regular sales orders received by email and ensuring accurate order entry.
  • Updating customer information in the Customer Relationship Management (CRM) system.
  • Documenting interactions, sales activities, and relevant customer details.
  • Completion of wholesaler/distributor New Line Forms (NLF). 
  • Staying updated on industry trends, product knowledge, and sales techniques.
  • Participating in training sessions to enhance skills and stay competitive in the market.

Desirable Skills & Abilities 

  • Strong sales & commercial acumen. 
  • Strong administration skills.
  • Familiarity with business software such as Microsoft Office.
  • Continually demonstrate confidentiality, discretion and dependability.
  • Excellent interpersonal and customer-facing skills.
  • Strong communication skills, both written and verbal.
  • Flexibility, ability and willingness to learn and pick up new processes.  
  • To enjoy working with people and as part of a team.
  • The ability to work accurately, with attention to detail.
  • Demonstrate driven, hardworking and self-motivated attitude.

Knowledge, Qualifications & Experience

  • Previous telesales or call centre experience desirable.
  • Demonstration of previous sales success with desire to exceed given targets.
  • Keen interest in the health and wellbeing sector.
  • Experience of working with CRM systems.

Company Benefits

  • Annual Leave – 22 days + Bank Holidays + discretionary extra 3 days between Christmas and New Year; increasing by 3 days after 3 full years’ service.
  • Sickness absence – 20 paid sick days + 5 days of Special Leave – for support with unexpected life events. 
  • 4% Pension contribution (after 3 months of service). 
  • Health Cash Plan & Employee Assistance Programme.
  • Enhanced maternity package.
  • Time off for GP/Hosp/Dental appointments.
  • Up to £500 worth of free Optibac products per financial year and 25% discount for family and friends. 
  • Mini-nutrition consultations with a fully qualified Nutritional Therapist – once a quarter.

Job Title: Trade Customer Care Telesales.
Hours: Full time, 40hrs/Mon-Fri [Part time considered].
Salary: Competitive salary, based on experience.
Job Location: HQ – Weyhill (nr Andover, Hampshire).

Position In Organisation
Reports to:
Trade Customer Care Telesales Manager.
Full Time Equivalent: 1 FTE.

To Apply

  • To apply for this role please send your CV along with a covering letter and your salary expectations to telesales-vacancy@wrenlabs.com.
  • Must have valid working visa for the UK.
  • No agencies please.
  • Deadline for applications is 12th April 2024.

We believe that a diverse, inclusive culture drives creativity and success.  We strive to create a workplace that values all people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work. 
If you are excited about the prospect of contributing to Optibac's global success and possess the skills and passion we're looking for, we invite you to apply.
For more company information visit www.optibacprobiotics.com/uk.