As Internal Sales, you are responsible for providing support to the JHB sales team and/or relevant Account Manager to ensure smooth and efficient sales operations. Your primary role is to assist the sales team and/or relevant Account Manager with administrative tasks such as data entry, record-keeping, order processing, quoting customers, resolving issues, and maintaining the best levels of customer service in our industry. To be successful in this role, you should have excellent organisational and communication skills, as well as an uncanny attention to detail. You should also be proficient in the use of various software applications, such as Microsoft Office and Fincon (advantageous), and have fantastic communication and email etiquette. Additionally, you should have a customer-centric mindset and be able to work well, both independently and as part of a team. Working towards a shared target with your external, taking ownership of your combined sales cycle, and proactively seeking opportunities within your team’s customer base and closing sales will ensure that you contribute towards the team’s sales success. This position will primarily support the Independent Retail Team, driving initiatives to enhance partner engagement and business growth. Prior experience in retail or retail account management is a plus.
Internal Sales
- Receiving and processing orders on the company system (Fincon) timeously and accurately (Orders Box)
- Verifying orders, including delivery details with accuracy.
- Daily communication to warehouses to ensure orders are invoiced and dispatched timeously
- Manage and communicate orders with insufficient stock to the manager and the customer
- Monitor delivery of parcels to customers/end-users and follow up / investigate undelivered orders
- Assist with account manager queries/customer queries whilst account managers are out of the office or unavailable to assist
- Timeous responses to orders, queries, and internal communication
- Expediting orders through internal liaison
- Collaborate with other departments to ensure the timely delivery of products/services
- Manage Orders inbox and use categorising and flagging system.
- Sales order management of all sales orders placed by Account Managers
- Quoting and managing the Sales Email Box using the categorising and flagging system.
- Respond to all relevant queries and requests for quotes within the agreed timeframe, emailed to the correct groups.
- Track ETA’s using the internal resources
- Reporting on outstanding orders (Report Fincon/Clicdata)
- Query handling
- Issuing invoices and signed POD copies to customers.
- Compiling weekly/monthly reports (Forecasting)
- Directing feedback from customers to relevant Account Managers
- Liaise with Account Managers on administrative support required. (Escalations)
- Handle customer inquiries, complaints, and issues in a professional and timely manner
Relationship Management:
- Develop and maintain positive relationships with customers and internal stakeholders.
- Proactively communicate with customers regarding order status, delivery schedules, and other relevant information
- Collaborate with other departments to ensure a seamless customer experience.
- Identify opportunities for process improvements and share feedback with the sales team and other relevant departments.
Professional Development:
Take responsibility for your continued development of product knowledge using the training resources made available to you. (Syntech Website, Udemy and Product Training Sessions)
Performance Metrics:
- Timeliness and accuracy of invoicing
- Attendance and punctuality
- Adherence to company policies and procedures
- Error Log Sheet
- Target tracking
- Relevant daily sales metrics such as number of quotes, sales orders, invoices, calls made, GP target, etc.
