Sales/Customer Service Officer at IO Furniture

Task Complexities

Showroom Management:

• Oversee the organization and presentation of the showroom to meet high sales standards.
• Ensure the cleanliness of shelves and promptly return items after client viewings 
• Facilitate immediate replacement of purchased items.

Showroom Orders:

• Ensure retail targets are met by managing weekly job orders and deliverables for the Upholstery or Production team.
• dentify and address any constraints that may impact the workflow.

Retail Customer Service:

• Ensure timely deliveries and installations for retail orders.
• Follow up with clients post-delivery and installation to ensure satisfaction.

PIQIT Spreadsheet Updates:

• Maintain the PIQIT/Retail spreadsheet, including all products on the e-commerce platform.

Inventory Management:

• Collaborate with the store to accurately capture inventory.
• Ensure store records incoming goods in a timely and accurate manner.
• Ensure products are checked properly and not accepted without passing quality control for irregularities or issues – only accept products into the showroom with no defects.

Back-End Assistance:

• Assist the Deputy Marketing Lead with product uploads and inventory management as needed.

Digital Tracker:

• Ensure accurate completion of the tracker, tracking enquiries from various sources.
•  Provide monthly analysis of tracker data.

Bestsellers Reporting:

• Collate weekly and monthly updates on top 5 bestsellers from PIQIT/Retail and share with the Customer Service teams.

Photoshoot Coordination:

• Coordinate styled photoshoots with the Deputy Marketing Lead and interior design team by ensuring list of items identified for the shoot are available and requested for 48 hours prior to shoot day.
• Ensure to send email to admin to prepare the warehouse or grounds for shoots.

Social Media Engagements:

• Ensure daily posts on WhatsApp stories.
• Assist with non-straightforward enquiries on various platforms.
• Organize prompt responses to enquiries and weekly SMS pushes when necessary.

Customer Management:

• Maintain a comprehensive database of customer contact details on a phone for broadcast messaging.

Product Knowledge:

• Stay informed about all retail products and maintain accurate knowledge.

Product Tagging:

• Ensure accurate tagging of all showroom products with name, code, and price.

Approval Process:

• Ensure no new item enters the showroom without approval from the Deputy or Head of Marketing.

Catalogue Uploads:

• Confirm that all customer service officers upload catalogues on their WhatsApp.

Review Management:

• Facilitate customer service officers in following up with clients for reviews on PIQIT/Retail products to facilitate more frequent purchases.

Key Job Attributes

Generic

• Excellent oral and written communication skills
• Problem-solving, creativity & multitasking
• The ability to work with a team & independently
• Ability to be proactive and deliver results
• Integrity/Discipline
• Excellent interpersonal skills
• Strong negotiation skills            
• Sound knowledge of the Company’s products and services
• Proficiency in the Microsoft Package
• Good understanding of the use of Social Media
• Networking skills  

Education & Experience

• First Degree in Science or Social Sciences
• Experience with ERP systems
• Minimum of 5 years’ experience in a sales and customer service and  oriented role