Customer Service Sales Consultant

CAPE TOWN BASED

Job Title

Customer Service Sales Consultant

 

Reports to

Customer Service Supervisor/ National Sales Manager (NSM)

 

Job Summary

Responsible for the day-to-day Internal Sales administration, so as to improve the overall levels of service and efficiencies, including processing orders and enquiries as well as the document flow between sales team, customer and the warehouse and ensure that the entire customer promise to delivery is met through accurate and timely processed documents to meet customers’ requirements through correct product selection and pricing. To actively seek the conversion of enquiries to orders and act in a customer service role by providing technical support and product advice to customers. To actively follow up on quotes and conversion to orders, to accurately update the status of all enquiries in SAP.

Responsibilities

The customer Service consultant has the responsibility of assisting the company to consistently meet or exceed sales performance targets by:

  • Developing an in-depth understanding of and effectively promoting the company’s value proposition
  • Assisting call-in or walk-in clients with technical and commercial queries
  • Preparing quotations and capturing orders for clients
  • Actively promote preferred products with the view to reducing lead times
  • Liaising with the company’s procurement personnel or directly with suppliers to obtain information required by the client
  • Processing client warranty claims
  • Resolving client queries and complaints
  • Informing National Sales manager or External Sales Engineers of potential opportunities
  • Ensuring sufficient quantities of marketing materials (brochures, profiles etc.) are readily available
  • Maintaining the company’s ERP/CRM databases with up to date client information and sales related activities
  • Receive calls from customers in a professional and articulate manner
  • Ensure that there is sufficient stock available for the customer before taking an order
  • Follow up with customers on quotes thereby turning quotes into sales
  • Ensuring that once the order is received, the quoted price is correct
  • Quote customers the appropriate discount in order to maximise the company’s sales opportunities
  • Ensure that there are no outstanding picking slips and that all picking slips are accounted for daily
  • Ensure that by 12 midday all enquiries from the morning are attended to or that the client has been notified of a delay and confirm expected receipt of the enquiry to the client
  • Continued weekly participation on the online training program
  • Attend training at our principle suppliers when applicable
  • Ensure that the posting of sales orders and processing of orders are up to date each day at close of business
  • Ensure that all company procedures are followed in terms of the company’s quality management system
  • Strong understanding of customer and market dynamics and requirements
  • Take initiative while still working well within company policies and procedures
  • Make sure that no stock leaves the company without the proper documentation
  • Attend weekly and monthly sales meetings
  • Support sales team

Competencies

The Customer Service Sales Consultant performs a key role within the company and as such a successful candidate is expected to have the ability to:

  • Manage their daily activities effectively
  • Communicate effectively with customers (verbal and written)
  • Communicate effectively with sales team (verbal and written)
  • Interact with clients with the view of building long term partnerships
  • Apply knowledge of the company’s product and service offering with the view to meeting customer requirements
  • Update and maintain customer profiles on the CRM system
  • Resolve queries with customers
  • Manage and maintain pricing in line with the company pricing policy
  • Ensure that all the relevant information is obtained from customers to ensure accuracy of all orders, i.e., order numbers, delivery address, contacts, special arrangements etc.
  • Take strategic decisions in line with the company’s policies and procedures

 

Product range

The Internal Sales Engineer has a good understanding of the technical application of the complete range of products as marketed by the company. Over time the incumbent is expected to continue to develop their level of knowledge across the entire product offering. The product offering as currently marketed by the company includes:

 

Control Products

  • Motor control (Direct-on-line components, Soft Starters, Variable Speed Drives, etc)
  • Power Distribution (Circuit breakers, Power supplies, Relays and Timers, etc)
  • Sensors (Photoelectric, Proximity, Ultrasonic etc)
  • Machine Safety (Interlock switches, relays, presence sensing, e-stop, limit switches, etc)

Automation and Software

  • PLC’s and I/O Systems
  • HMI’s and SCADA
  • Software
  • Industrial Network related equipment (EtherNet/IP, ControlNet, DeviceNet, etc)

Field & Process Instrumentation

  • Weight
  • Pressure
  • Temperature
  • Flow
  • Level
  • Wireless
  • Analytical
  • Recorders

Enclosures & Electrical Components

Electrical metering and monitoring devices

The company may, from time to time, add additional products to the offering and the PSI is expected develop their knowledge and apply themselves to marketing these products to the company’s client base.

 

Tools and Systems to be used

  • Microsoft Office Suite
  • SAP Business One (ERP & CRM)
  • Supplier proprietary software tools
  • Supplier learning programmes

 

Key performance indicators

Customer Care Sales Consultants’ performance is measured qualitatively through customer, team and supervisor feedback. The performance appraisal process, providing quantitative feedback, is conducted in line with the company’s formal policy twice annually. Outside of the performance review process, the following key indicators are measured on an on-going basis:

 

  • Generation of quotations within 8 hours
  • Generation of sales order within 4 hours
  • Reply to client emails within 4 hours
  • Completion of learning programmes and training courses
  • Accurately updating quote status on SAP
  • Quote follow up and conversion rates
  • Performance feedback from customers and peers

 

Team Membership

The Customer Service consultant will work within the company’s sales and marketing function in the Customer Service Team and will report directly to the Customer Service Supervisor. Teamwork and cooperation is expected between the CSC, External Sales Engineers, Channel account managers, BDE and the National Sales Managers, Product Specialists and procurement function.

 

Future Career Path

The Customer Service consultant has a number of potential avenues within the company for career progression and self-development; the successful application for which is dependent on availability thereof and on the CSC’s current performance and their suitability for the role. These roles are listed below:

  • Sales Engineer
  • Product Specialist
  • Customer Service Manager
  • Business Development
  • Channel Account manager
  • Key account manager
  • Senior Customer Service Consultant

Please email your cv to joanne@abantusa.co.za with the subject line: Customer Service.

Due to the high volumes of CV’s, should you not hear from us within 1
week, your application was unsuccessful.