Job Summary
- Strategic business development through effective customer service management
- Inventory management and retail coordination
- Revenue generation- Rigorously drive sales target
Core working relationships:
- Clients and Walk in customers
- Technical Team
- Logistics and Procurement Team
- Account Team
- Sales Operations
Task Complexities:
- Providing and enhancing overall customer experience to clients and walk in customers for the purpose of revenue generation
- Primary point of contact for clients from design and project execution to attending to client meetings and making presentation as may be required.
- Monitor and remain current on industry trends, market activities, and competitors
- Prepare departmental sales performance reports by collecting, analysing, and summarizing information from other members of the Customer Service and Sales Department
- Sell furniture products by establishing contact and developing relationships with prospects; recommending solutions.
- Maintain relationships with clients by providing support, information, and guidance.
- Make presentations to clients on the company’s product and services to facilitate the closure of sales
- Drive the organization’s Net Promoter Score (NPS) and ensure existing clients recommend to others
- Implement a culture of First Call resolution across the department
- Identify new markets by creating new opportunities using demographics and psychographics. Leverage other sectors in creating promos etc.
- Ensure timely Delivery and confirmation processes with transparency and simplicity
- Support great customer experience and tools for engagement/culture audit – support must be available to customers across multiple channels in a timely manner
- Obtain and articulate clients’ brief and assist them in identifying the solution they require.
- Ensure that clients’ are provided with weekly updates on their project or order
- Ensure that clients’ complaints are resolved on time
- Ensure that email and telephone enquiries are responded to promptly within 24 hours
- Ensure that quotations, tenders and job orders are accurately compiled before sending to the clients.
- Daily showroom walkthrough to attach price tags to all items.
- Coordinate the update of departmental documentations regularly as assigned
- Update showroom stock movement records daily
- Coordinate the daily preparation of activity reports on the following; Sales closure, number of unconfirmed orders converted to sales, growth of customers’ database, walk-in clients: Prioritized and segmented by order value, number of online enquiries received and attended to, customer complaints received and resolved daily
- Visit clients’ sites as may be required (before commencement of project, during installation and after installation for resolution and sign off)
Key Job Attributes:
- Generic
- The ability to Multitask
- The ability to work with a team
- Ability to work independently
- Ability to be proactive and deliver results
- Integrity/Discipline
- Excellent interpersonal skills
- Attention to details
- Possess analytic and problem solving skills
- Proficiency in the Microsoft package
Skills
- Effective Communication
- Persuasion skills
- Social Perceptiveness
- Critical Thinking
- Negotiation Skills
- Service Orientation
- Active Learning
- Coordination skills
- Good Judgment and Decision Making
- Performance Monitoring
- Technical
- Excellent communication skills and evidence of building strong relationships
- Solid knowledge of digital technologies including those involving content management, web analytics, search engine marketing, email marketing, website usability
- Able to develop strong value propositions consistent with Customer needs
- Knowledge of the company’s product and services
- Ability to connect strategic thinking and planning with hands – on tactical execution
- Project Management Skills
- Excellent Presentation skills
- Must be Social Media savvy
- Networking skills
Job Knowledge
Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modelling, leadership technique, production methods, and coordination of people and resources.
Education:
- A Degree in Marketing communications, Social sciences or Business Administration.
- An MBA will be an added advantage
Experience:
- Minimum of 5 years’ experience in a Customer service and sales oriented role.
- 4 years’ experience in a supervisory role.
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