Client Services - Sales Team Lead | Sandton

• We are looking for an experienced, analytical consumer support specialist with a proven track record in delivering effective client retention and maintenance services.
• Matric, 3 Year tertiary qualification Degree or BA/BCom Degree.
• Fluent in Afrikaans and English well spoken
• 5 years of professional/Corporate experience
• 3+ years’ experience as a Senior Customer Service Representative with a proven knowledge of EDI processing, credit/debit processing, or special account handling.
• High Competency level, Mature - individual must have a career and progression plan for themself
• Able to lead upwards - coach, manage, mentor, delegate, train and have a leadership quality that inspires and motivates staff – able to take criticism, and manage poor performance (fair, but assertive) – 2 direct reports
• Proficient computer skills including MS Office Suite (Word, Excel and PowerPoint), and CRM (Salesforce) databases; MS Office (Excel) and JD Edwards
• Excellent oral and written communication skills.
• Strong business acumen and product knowledge
• Excellent numerical skills with an analytical approach to Customer Services and the ability to construct fact-based recommendations on improvement areas
• Strong ability to internalize the diversity & complexity of SA markets & to identify opportunities based on this
• Strong communication skills and ability to engage with different cultures in the SA

Personal Attributes

• Lives up to the Organisations Leadership Principles:
  • Set high ambitions and challenge your team
  • Be open and honest about performance
  • Show visible and decisive leadership
  • Focus teams on delivering business results
  • High integrity and ethical behaviour
  • Passionate about the company Mission, Vision and Values
• Quick learner, intellectual capacity with a high degree of common sense, resourcefulness, and flexibility
• Very organized and structured with the ability to successfully manage deadlines as well as handle ambiguity
• Ability to balance needed attention to detail with a pragmatic view on opportunity, impact and feasibility
• Detail oriented
• Growth mind-set, ability to priorities and multi-task
• Strong communication skills and ability to interact with different cultures in SA
• Team player with a strong “customer/service” orientation
  • Able to spot a business opportunity and take corresponding action – especially, when the Team cannot
  • Comfortable managing multiple stakeholders and projects at once
  • Resourceful and continuously focused on getting actions done
  • Focused not only on problems and hurdles but also on solutions
    • Ability to deal with customers in a friendly and professional manner and handle difficult customer situations

Duties:

• Manage portfolio, and 2 direct reports – support the head of finance and business support
• Perform duties including processing of sales orders, quotations, issue return authorizations, answer questions on products and/or services, research orders and other actions to resolve problems, and forward customer leads to the appropriate Sales Representative or Regional Sales Manager.
• Releases Backorders following stock receipt.
• Works closely with Sales reps. to ensure excellent customer service.
• Ensures efficient and effective processes for sales order entry, return authorisations, credits, complaint handling, and other customer-service duties.
• Assist customers with pricing queries as per relevant approved price list.
• Works closely with Sales reps. to ensure timeous completion of Quotations received.
• Daily tracking of all Quotations received and submitted.
• Assist in processing incoming orders and returns in a timely manner.
• Researches and resolves customer complaints.
• Research errors for possible corrective action.
• Responds to customers within 48 hours with a solution or feedback on the progress of the query.
• Responsible for the stock return process with 3PL and ensuring accuracy and completeness of returns.
• Responsible for reporting the performance of Customer care to Management.
• Responsible for all customer service administration.
• Responsible for ensuring the completeness and accuracy of the Quotations Tracker/register
• Responsible for performing the analysis of the quotations tracker as directed by Management.
• Assist with all Supply Chain activities as directed and required.

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