Job Description

Internal Sales administrator (Paarden Eiland)

Salary R10 R12k 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*

If you are a team player, highly organised, process driven and able to multi task all the time (work focussed with constant interruptions), then please send your CV in Word format to , subject line Internal Sales Administrator Paarden Eiland. You will be contacted within 2 weeks of cv submission IF you are shortlisted for a possible interview. We appreciate each application, however due to the high volume of applications we are unable to respond to each and every applicant.

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