Job Description

Internal Sales administrator (Paarden Eiland)

Salary R10 R12 k pm, Monday Fri 7h45 16h30

• 1. Position Purpose

Your purpose is to enhance the significance of each customer interaction, leaving a lasting positive impact and contributing to our commitment to customer satisfaction and loyalty.

• Offering a warm and immediate welcome upon arrival
• Providing timely and attentive assistance
• Ensuring their comfort with a refreshment as they wait
• Sharing expert technical support and tailored advice to meet their product needs.
• Exemplifying professionalism through your attire, communication, and customer interactions.

• 2. Knowledge and Skill

The below information deals with aspects that prescribe the basic knowledge and developed skills required to competently perform the position.

Education Level:

• Minimum Grade 12 required - Mandatory

Specialist Requirements

• computer skills (Microsoft Office, excel v lookups and pivots)
• Professional personal presentation
• Administrative Experience
• Strong verbal and written Communication Skills: Effective communication is essential for understanding customer needs, providing information, and resolving issues.
• Customer-Focused: A deep commitment to ensuring customer satisfaction and delivering excellent service.
• Organized: The ability to manage multiple tasks, identify priorities, orders, and customer requests efficiently.
• Detail-Oriented: A keen eye for accuracy, ensuring that orders and invoices are error-free.
• Problem-Solving: The capability to identify and address customer issues and inquiries effectively.
• Patient and Empathetic: A calm and empathetic approach to handling customer concerns and resolving problems.
• Adaptability: Flexibility to adjust to changing customer demands and a dynamic work environment.
• Team Player: Collaborative skills to work effectively with colleagues in the sales, warehouse, and administrative teams.
• Proactive: Taking initiative to prevent issues and anticipate customer needs.
• Resilience: Handling pressure and customer challenges/ deadlines with professionalism and maintaining a positive attitude.
• Able to work under pressure.
• Looking for someone with a friendly, energetic, and enthusiastic personality. They should be a dynamic, positive force in any environment, spreading enthusiasm and a can-do attitude. Their approachable demeanour creates an engaging and motivating atmosphere, making them a pleasure to work with.

• 3. Key Result Areas, Weightings, Tasks & Key Performance Indicators

Key Result /Responsibility Areas Tasks & KPIs - what/how to measure

RECEPTION

• Managing switchboard and direct calls to the correct department
• Take messages if/when necessary
• Take telephonic customer orders
• Assist walk-in customers
• Receive/sign for packages and/or letters delivered

KPIs - what/how to measure:

• Phones shouldnt ring more than 4 times and our tele skills should be professional and friendly.

ADMINISTRATION

• Create customer quotations
• Create customer orders, picking slips and invoices (NB: Clearly note the time of receiving order on paperwork for tracking purposes)
• Write out a manual document ONLY if our system is completely down, OR if our customer has requested for a manual document to be given to driver (in which case the SmartEdge invoice needs to be done FIRST and noted on the manual document)
• Manage back order list (daily) and make note of incomplete orders on the incomplete order analysis form.
• Manage sales order list (daily)
• Process Credit note requests and complete credit note analysis sheet with every credit note request.
• E-mail price lists and/or product pictures to customers when requested.
• Filling (daily)
• Cashing up (weekly) balance with the correct amount of float left over.
• Yoco - cash up to be done before end of day daily

KPIs - what/how to measure

• View customer back order list (daily) and ensure all up to date.
• Manual delivery note book needs to be checked (DAILY), and SmartEdge invoice number needs to be noted on each document.
• Hand in the Incomplete order analysis forms (weekly) to show items that went on back order during the week.
• Check cash up sheet weekly and ensure all balance. (no over and/or over monies in cash box)
• Check Credit note analysis forms and monitor corrective actions stipulated to prevent further credit note requests due to same reasons.
• Ensure that you have a signed POD for every order collected!

CUSTOMER SALES:

• Assist walk-in and telephone customers with regards to product advice, pricing and demonstrations if/when necessary
• Customer communication and feedback regarding stock availability, anticipated delivery dates and lead-times etc.
• Double check over the counter sales quantity and quality and complete the order accuracy info form if you pick up on any incorrect orders given.

KPIs - what/how to measure

• View Order accuracy info form to ensure that issues relating to incorrect stocks given, gets dealt with and not repeated.
• Ensure customers gets notified immediately in the event of stock ordered not being available.

CUSTOMER SERVICE:

• Deal with customer returns (Only if approved by sales representative, branch manager or national buyer and product is still in its original packaging and/or complaint is justified)
• Deal with warranty/repairs (Get fault description and ascertain whether machine still falls under warranty or whether it is just a repair, in which case we need to quote customer first before replacing parts/fixing it.)
• Deal with sample requests (invoice account customers on their actual accounts and only credit if/once goods brought back in its original state.)
• Customer satisfaction follow up

KPIs - what/how to measure

• Check the Returns book weekly to ensure that all credits have been passed.
• Call 4 customers weekly to follow up on overall experience.

STOCKS:

• Participates in quarterly branch stock takes which will take place over a Friday afternoon and Saturday morning/mid-afternoon.

KPIs - what/how to measure

• Stock takes only missed if there is a valid reason and communicated to branch manager in advance*

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