Job Description

A well established casket and wood product manufacturing company based in Phoenix , Industrial Park ,seeks to employ the services of an experienced , well spoken Client Liaison Officer to be deployed within different areas and locations of Business in around the Kwa Zulu Natal Region cold calling and calling upon existing Clients;

Job responsibilities & Duties include but is not limited to;

As A Client Liaison Officer , you will be responsible for

Overseeing the sales and service operation of South African Funeral Supplies within a particular geographical area.

Maintaining and expanding the customer base by conducting a needs analysis of this customer base.

Evaluate, identify and adapt new strategies to ensure achievement of set budgets within the geographical area.

Act as a contact between the sales department and the customer base to identify and understand the customer's needs and too provide solutions.

Exceeding targets and goals set for your geographical area

You will identify accounts where revenues may be shrinking and formulates strategies to reach out to these accounts and retain the customers and desired turnover

Ensure highest standards for QUALITY. SERVICE. VALUE. INNOVATION within your geographical area.

Responsibilities / duties

Exceeding agreed sales targets and goals set the specific area

Branch meeting on allocated Fridays to monitor branch sales

Maintaining and increasing sales of Company products

Establishing, maintaining and expanding customer base

Servicing the needs of existing and new customers

Be actively involved in developing relationships with key industry players (key accounts, business owners, competitors, associations, manufacturers, financiers, etc.)

Increasing business opportunities through various routes to market

Recruiting and training branch staff in conjunction with Senior Branch Administrator

Compiling and analysing sales and customer invoice figures

Provide advice to customers regarding product options, and maintain knowledge of new and existing products and services

Reporting to the Sales Manager

Keeping up to date with competitor products, activities and systems

Ensuring customer satisfaction, identifying opportunities to up-sell, organize and lead periodical account reviews.

Effectively communicate with all departments to resolve customer issues and problems.

Keep updated with product knowledge and provide ongoing training and presentation to customer on product offering and services.

Prepare trip reports of client meetings and visits and submit to the Sales Manager .

Provide support and assistance to the management team and branches as required.

Audit all client liaison active accounts.

Develop liaison with client service and collection department to provide required information and acquire necessary documents.

Provide feedback to management on areas of improvement and recommend implementation of enhanced processes.

Monitor client satisfaction through ongoing follow up and by solving client issues and problems.

Initiate measures to research and resolve client raised issues.

Collaborate with clients to identify and implement value added services.

Identify cross-sell opportunities, including those from existing and prospective clients

Develop and maintain a strong working and business relationship with clients

Provide a consistent level of excellent customer service

Identify and create plans to address clients' business needs

Advise clients on creating profitable processes through marketing and promoting the company brand, products and services.

Plan and schedule regular meetings with customers to ensure they are satisfied.

Act as a point of contact for complaints and escalate issues as appropriate.

Help sales team up-sell or cross-sell services and products.

Ensure both the company and clients adhere to contract terms.

Study competition in the market and make recommendation and suggestions to the Employer on ways and strategies to retain customers.

Analyse market trends.

Work diligently towards the achievement of set sales targets and goals on a monthly basis.

Act as a communication channel between the client and sales representative.

Ensure ongoing clear communication across all levels of the organisation, the client and the sales team.

Collaborate with internal teams (e.g. sales, senior management) to address customers' needs.

Update the CRM system on a regular basis which includes incidents and reports .

Relieve branches as and when required.

Conduct Branch audits as and when required.

Report to Head Office or the Sales Manager on Branch activities and occurrences.

Assist with facilitating the interview process for new employees and disciplinary processes on occurrence at branches.

Report regularly on company allocated vehicle to the Fleet Manager.

Conduct ongoing research on undertakers in the market/ industry .

Attend promotional and business related events and workshops.

Educational requirements

Grade 12

BSc/BA in Business Administration, Sales, Marketing or a related field(an added advantage)

Good command of the English language

Extensive experience in sales and customer service

A minimum of three years of responsible leadership experience in management or supervisory positions.

Proven experience as a Client Liaison or Relationship Officer with experience in the Casket industry (Added Advantage)

Proven track record of meeting and exceeding targets

Experience tracking relevant KPIs (e.g. customer satisfaction)

Proficient in MS Office, with working knowledge of CRM platforms (e.g. Salesforce)

Valid Driver's License

Should you not hear back from us within 14 days after application , please consider your application unsuccessful.

Job Type: Permanent

Pay: R10000,00 - R15000,00 per month

Work Location: In person