Distell Group is looking for Customer Sales Agents

at Distell Group Limited
Location Bellville, South Africa
Date Posted October 8, 2019
Category Sales & Marketing
Job Type Full-time

Description

Bellville, Western Cape

Applications are open for the above mentioned position. The position will report to the Customer Sales Team Leader and will be based in Tygervalley, Belville.

Purpose Statement of the Position

The Customer Sales Agent (CSA) is responsible for delivering exceptional customer service by performing in- & outbound calls to customers, executing campaigns, handling product- and customer account inquiries, managing expectations and service levels with customers. This role relates to the planning, delivery and composition of orders and ultimately closing sales (i.e. take & record orders).

You will also be relied on to increase sales revenue through executing up-selling and cross-selling campaigns, and should learn & adopt best practice techniques from the Customer Sales Consultants (CSCs), Customer Sales Supervisor and Order Manager. You will continuously build an improved understanding of the customers’ business, competitive landscape and operational requirements and how to match that to Distell’s product portfolio and recommended basket of products (the ‘Picture of Success’).

Key Performance Areas would include, but are not limited to:

Operational Results:

  • Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls;
  • Prevent late orders by placing them accurately and timeously on the Enterprise Resource Planning (ERP)/ Customer Relationship Management (CRM), ensure the maintenance of customer satisfaction and minimise returns
  • Confirm all orders with customers to ensure validity and accuracy, before submission
  • Correct incomplete orders, checking all EDI orders and releasing / rejecting or escalating queries where required to the appropriate department
  • Perform sales activities (order taking, customer inquiry management, product and promotion awareness, and customer relationship management) to consistently meet or exceed weekly and monthly sales goals
  • Assist customer with order make-up using the ERP/ CRM system functionality and visibility of past orders
  • Promote products to customers:

o introduce & promote new products & packaging

o inform customers of discontinued products & packaging

o inform customers of out-of-stock products & suggest alternatives

o inform customers of products on promotional cycle or sell-out lists

o introduce & promote empty returns to customers

  • Encourage the sale of full cases & pallets (where applicable), offering alternatives to single/ by unit product requirements

Responsible for the maintenance and update of customer files and records:

  • Ensure that information on the customer’s product portfolio is kept along with accurate records of when a customer needs to be contacted and when a product is delivered to the customer
  • Ensure that call scheduling is done in order to minimise the need for the customers to dial in (inbound sales)
  • Ensure all customer queries are dealt with timeously and efficiently, being a ‘single point of contact’ and ‘first point of resolution’
  • Handling customer queries:

o co-ordinate with appropriate departments to ensure customer queries are solved timeously and efficiently

o complete sales and/or returns activities in the preferred system in order to ensure visibility and reporting

o follow-up with customers regarding all queries lodged and assess satisfaction

o ask for assistance to resolve the customer query immediately, preferably without the need to pass it to another agent/ department

o escalate concerns to the appropriate stakeholders

The successful candidate must have the following experience/skills:

  • Matric certificate and 1 – 2 years’ telesales [preferred], customer service [preferred] or call centre experience [beneficial]
  • Previous experience in the wine & liquor manufacturing and distribution industry [beneficial]
  • Understanding of call centre operating models, performance requirements and reporting [beneficial]
  • Previous experience with Enterprise Resource Planning (ERP) and Customer Relationship Planning (CRM) systems [beneficial]
  • Good telephonic communication skills & etiquette and the ability to use telephone-based selling approaches to meet targets
  • Good relationship and rapport building skills with the ability to maintain professional working relationships with customers and internal stakeholders
  • Ability to multi-task, take orders and answer inquiries while completing other assigned tasks
  • Attention to detail & ability to ensure orders are captured accurately and that customer follow- ups with happen timeously
  • Able to grasp concepts quickly in the CRM system as it relates to aspects of maintenance of customer contact details, capturing order details, performing and responding to customers- and order inquiries
  • Able to use the CRM system to suggest new or different products to offer the customer
  • Display a willingness to learn from others, and ask for assistance and guidance when needed

Application Process:

If interested and meet all requirements, kindly log onto Distell’s Careers Page: https://www.distell.co.za/careers/ in order to register and apply online.

Reference number: 16185