Reports to: Customer Liaison Manager<\/p>\n
Location: Elandsfontein<\/p>\n
Level:6<\/p>\n
Key Dimensions<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Average call frequency:<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Minimum 150 outgoing calls per week<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Minimum 250 incoming calls per week<\/p>\n
<\/p>\n
Key Outputs<\/p>\n
Commercial success:<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maintain and develop business with existing customers.<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Identify opportunities for developing our business<\/p>\n
Achieve set targets by:<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Use of Successful Sales Though Service techniques<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Correct steps of the call<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Planning customer calls, setting specific objectives.<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Identifying and resolving customer service issues.<\/p>\n
\u00b7 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Brand promotion through accurate and updated product knowledge.<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Utilisation of deals and other tools<\/p>\n
CRM:<\/p>\n
\u00a7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Contact all customers as per daily activity schedule<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ensure a single point of contact for customers \u2013 be able to handle all aspects of the call \/ query.<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maintain an accurate database<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Check stock and take action to resolve any out of stock situation<\/p>\n
\u00a7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Deliver proposals using the agreed persuasive selling process<\/p>\n
Reports<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Daily reports to be extracted and managed via SAP<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Daily\/Weekly and Monthly report submissions to Customer Service Coordinators<\/p>\n
Relationships<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Customer base<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Order to Cash Team<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Commercial Teams<\/p>\n
\u00b7\u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Supply Chain<\/p>\n
<\/p>\n
Qualifications<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Minimum matric school leaving certificate<\/p>\n
<\/p>\n
Key Skills<\/strong><\/p>\n Analytical, Good communicator, Selling skills<\/p>\n Negotiating skills, Planning and scheduling<\/p>\n Time management and effective admin<\/p>\n Influencing skills<\/p>\n Constructively challenges processes, peers and Management<\/p>\n Objective setting, PC-skills<\/p>\n Using own initiative, Problem solving<\/p>\n Interpersonal skills i.e. assertiveness, excellent telephone skills, good self-esteem and ability to deal with difficult customers and conflict, especially over cultural barriers.<\/p>\n Customer focused and demanding of high standards of service.<\/p>\n Able to remain closely in touch with day today issues (and deal with detail).<\/p>\n Sets high standards for themselves<\/p>\n Appropriate language skills<\/p>\n Ability to work and succeed under pressure.<\/p>\n A team player<\/p>\n Monitor performance against objectives<\/p>\n Lives the Brandhouse values<\/p>\n An energetic self-starter \u2013 minimal supervision<\/p>\n Commercially Astute:<\/p>\n Understands implications of actions on the business, and has consumer insight.<\/p>\n Demonstrates Integrity:<\/p>\n Honest in opinions, takes Responsibility and acts to values.<\/p>\n