Customer Central Consultant

By admin | | Comments are Closed | 4 December, 2024 | 0

Job Title:	Customer Central Consultant
Division:	Internal Sales Support
Location & Address:	Johannesburg, Kyalami, Midrand
Reports to:	Internal Sales Support Manager
Direct Subordinates:	0
Total Staff in Function:	10
WORKING RELATIONSHIPS:
Internal:	Procurement Sales Operations Brand Operations Account Managers Systems Engineers / Presales Marketing Logistics Regional Managers
External:	Vendor Resellers End Users Vendor Alliance Partners

Main Purpose of Position:

The role of the Customer Central Consultant is to be the first point of contact for the customers of First Distribution and LWH calling into the FD DC, CS, NW divisions, and LWH companies when:

Requiring sales support directly from the Inside Sales Team or
A salesperson who may not be in the office or
When a customer is uncertain of who to contact for their query.

The role effectively works alongside all the existing functions and roles in the company with a focus on enhanced customer experience. The role is to continuously improve the service levels by being the interface between the customer and the operational and internal processes of the Internal Sales Team. They ensure a strong working relationship between the internal sales team, account managers, and partners by serving as an internal advocate and client liaison. Typically, a “people person,” by nature, has a hybrid of soft and hard skills required to master technology manage customer relationships, and be a problem solver for the customer.

KPA	PERFORMANCE STANDARDS
Internal Sales and Operational Administration Tasks.	Executing and adhering to Internal Sales Team processes and initiatives in accordance with a documented Operational Plan. Respond to the Account Manager/customer within 2 hours of receiving a request for a quotation or query. Submit quotes to Account Managers / Customers / Partner, and follow the sales process on CRM, including loading the quote to the client and all relevant support documents. Work with the Account Manager in the tracking of the Sales Cycle via CRM – this is a joint responsibility between the Account Manager and Brand/Sales Operations Administrator. Before quoting, check is the reseller on our system (if not, send the relevant documentation to be completed); confirm credit available; if credit is insufficient, communicate with finance and the Account Manager to request an increase on COFACE. Ensure that the knowledge of all promotions is updated and applied to quotes where relevant Manage the quote and deal registration process through to completion by liaison with the Vendor, and internal Sales and Brand Teams. Revision of quotes as required. Example: amendments to bill of materials and amendments of rate of exchange. Escalations to Vendor for pricing and discount queries, or where Vendor outside of Service Level Agreements – in conjunction with Management. Maintain professional working relationships with Vendor. Perform any general administration duties in line with previous capabilities and competencies. Load CRM with updated contact details. Follow up on operations responses. Spec and prepare server quotes for our sales team (understand pre-sales / technical). Support sales & clients with technical queries. Onboard with new customers. Encourage upsells and cross-sells. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings. Handle client escalations. Ensure a smooth process from quotation to delivery. Market the various brands and promotions FD supplies to our client base. Liaise with finance team for any credit queries.
Vendor product and process knowledge	Gain relevant knowledge of products and processes by attending relevant training and vendor webinars Ensure multiskilling by gaining knowledge from pre-sales and brand managers to be able to do entry-level configs Maintain a high standard in the quality of the work delivered Complete required certifications relevant to job performance after authorization from Operations Manager Develop knowledge around the pricing tools and mechanisms from each vendor. Assist Account Managers on Incentive Program opportunities.
People Management	Engage with the brand team on all levels. Attend training when requested. Ensure strong and up to date knowledge of First Distributions policies and procedures, and man- age compliance thereof.
Client service and relationship management	Develop and maintain relationships with new and existing clients. Effectively deal with email and / or telephonic enquiries to include acknowledgement of receipt of email enquiries within 1 hour using appropriate methods as per the SLA where applicable. In cases of unavoidable delays to this SLA, communication and updates must be given to the client. Follow up with client on sales enquiries, helping where needed to assist client with their enquiry. Communication to client base around delivery dates and ETA’s of stock, deal registration approvals, pricing from vendor etc. Confirm delivery address, contact person, alternative contact person with telephone numbers against all orders. Give stores at least 24-hour notice for any delivery or collection with the correct information and documentation. Check debtors – if there is any query to raise, raise it before the account is overdue. Communicate to debtors and creditors when deferred payment has been agreed to and ap- proved. Process sales orders from the client via Accpac and ensure that the orders comply with the Vendors Terms and Conditions. Ensure that the stock is ordered through liaison with Procurement, and pro-actively manage the communication to the client in relation to ETA’s. Check debtors – if there is any query to raise, raise it before the account is overdue.

OUR CORE VALUES:

Trust
It is the starting point of being able to work together. When we trust, we feel safe.
Enjoyment
Be happy at work and love what you do. This is an overall productivity booster and enhances performance.
Teamwork
Strive to work productively in cooperation with one another, fostering a healthy atmosphere with mutual support, thus allowing everyone to achieve their own work-related goals.
Integrity
Be honest and truthful in your dealings with peers, customers, and vendors.
Accountability
Accountability allows us to learn. Be accountable for the consequences of your actions.
Respect
Respect is not only a promise, but it is supported by actions.
Passion
Passion is the energy that keeps us going. Everyone at Epsidon, puts their heart into their work and is passionate about becoming the best version of themselves.
Attitude
Professionalism and positivity are the demonstrated attitudes with internal and external stakeholders.

REQUIREMENTS:

Internal training associated with competencies:

During the first week of your employment, you’ll be presented with a meticulously crafted learning map designed to seamlessly guide you through your on-the-job training experience.

Minimum Qualifications :

Matric
A qualification in Business Administration is highly desired.

Minimum Experience:

3- 5 years of Internal Sales Administration experience within the IT Industry.
3- 5 years of experience with using Sage CRM systems and Jira.

Office Requirements:

Office-based working environment.
Semi-formal dress code.
Working hours are from 08:00 – 17:00.
Excellent international business language skills (English), both written and verbal.
Reliable transport to and from the office.

Note:

This is a permanent position subject to a three-month probationary period.
You will be required to perform such duties as reasonably required by the business.
Your job description may be amended from time to time if it is valid and reasonable.
You will serve the Company or any Associated Entity in such capacity as management may reasonably require.
Duties must be performed` faithfully, diligently, and to the best of your abilities.
You agree to use your best endeavors to promote the best interests of the Company and any Associated Entity.
You may be required within reason, to work outside of set duties and/or perform in more than one role.
Please submit your CV application to our dedicated careers email address at careers@epsidon.co.za, accompanied by a Motivational Letter. This letter should detail your qualifications, skills, and experiences, aligning them with the specific job functions of the role you are applying for.

Apply Online Here

*Name & Surname.

*Email Address.

*Please Attach Your CV.

*Previous Total cost to company package (Average Gross).

*Do you have a criminal record? (Yes / No) If yes, please elaborate.

*Have you ever been dismissed? (Yes / No) If yes, please elaborate.

*Please motivate why you will be a good fit for the role with reference to the minimum requirements and qualifications as per the job description.

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*Do you have a positive attitude?

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*I hereby authorize the Company Human Resource Department, and the authorized Management team / Company to use, review and process any personal information provided to the company during my application as well as any information that I have provided in support of my application. I understand my right to privacy and the right to have my personal information processed in accordance with the conditions for the lawful processing of personal information and hereby give my consent to the Company to collect, process, and share relevant personal information where the company is legally required to do so. In addition, I have also received permission from my References to provide the Company with their details.

Yes

Fields with (*) are compulsory.

Customer Central Consultant

Customer Central Consultant

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