Customer Service & Sales Team Leader, Gauteng, Springs – Ref: 1214037


Ref: 1214037

Job Description:

Reporting to the Sales and Marketing Director for the largest copper tube manufacturer in Africa. This position is open due to succession planning.

Ensure an unbeatable customer service (internal & external customers); actively support the sales team & manage your own key accounts. Your clients are retailers and wholesalers in the building and plumbing Industry.

The successful incumbent will have a minimum of 5 -7 years with proven customer and sales service, planning and administration experience within a multi-national and industrial sales environment.
This is a great company to work for, they really care for their employees. A privately owned business.  And they only employ the best!

Position details:
Position Type: Permanent Position
Reports to: The Sales & Marketing Director

Direct Subordinates: 5 x External Sales

Key internal relationships: Work closely with all the Branch Managers, Internal Sales Administration Manager; Logistics/Warehouse Manager, Production Planner, and then the Directors.

Primary purpose:

Achieve a high level of customer satisfaction through excellence and unbeatable customer service through efficient support to the business in support of achieving the business goals.

Ensure an unbeatable customer service through effective and efficient support to the business in support of achieving the business goals.

Maintain key customers, grow customer base and sales revenue in all regions.

Actively support the sales team in driving sales targets.
Manage Administration (40% of the role):
Gather and coordinate national market information weekly and report to management.

Monitor, summarise the external sales team activity monthly and report to management.

Coordinate product information sessions.

Coordinate product training sessions.

Ability to develop processes and systems to improve operational effectiveness, efficiencies, and productivity.

Ensure all documentation of all customer orders processes is kept together and share appropriate documents with relevant stakeholders.

Planning, organising and controlling all customer related activities within the scope of the position.

Responsible for demonstrating the company values of high ethics, fairness, integrity, transparency, innovation, and teamwork.

Proactively meet all customer expectations with detail, accuracy, manage customer enquiries, manage all demand chain related tasks of customer portfolios, and perform any other adhoc customer service-related tasks in line with the business strategy.

Required at all times to communicate and escalate where appropriate business critical information gleaned from customers, distribution network and to the sales team.

Analysis of data in order to make day-to-day job-related decisions and to prioritise work in line with operational requirements.

Direct the decision-making process of cross-functional colleagues to support customer requirements and required service levels.

Make quick decisions and anticipate needs and have the ability to react to operational situations in a timely and appropriate manner.

Proactive management of customer enquiries, order handling process including order book management, and closely follow up.

Deal directly with customers either by telephone, electronically or face to face.

Identify customers wants and needs; respond promptly to customer enquiries; handle and resolve customer complaints.

Obtain and evaluate all relevant information to handle product and service inquiries; provide pricing, delivery information, quotation management and follow up.

Perform customer validations; set up new customer accounts; organise workflow to meet customer time frames; keep records of customer interactions and transactions (quotes, orders, etc.)

Record details of complaints; manage customer complaints including corrective actions; prepare and distribute customer back-order reports.

Communicate and coordinate with internal departments.

Any other ad hoc requirements need by the company.

Travel requirements: Customer visits approximately two per week and then quarterly or biannual visits to the branches and their key customers.

Location (country, city): Gauteng, Springs

Job Qualification & Experience:

A tertiary qualification. (Grade 12) and a Sales and Marketing qualification.

Minimum of 5 -7 years with proven customer and sales service, planning and administration experience within a multi-national and industrial sales manufacturing environment.

Good people skills with customer’s, peers, and suppliers.

Excellent communication skills as you will be expected to negotiate and influence at all levels.
Objective, assertive, and on-going communication is required both externally and to the internal organisation. Required to attend meetings and present information to the sales team and customer. Must understand and then deliver the key message effectively and competently to influence others. Ability to present findings and recommendations to sales team and customers.

Confident, highly motivated, energised, must be tactful when dealing with people and must treat people with respect.
Preferable to have knowledge of the plumbing and building industry market.
Administration skills such as word reports, excel spreadsheets, power point presentations.
Computer literate: Ideally full Microsoft Office Suite including MS Visio; ERP System (Qmuzik)

Behavioral Competencies:

Attention to detail (critical)

Action orientated and results driven.

Good time management.

Good communication (both written and verbal; English at a high degree of accuracy needed) Self-motivated, energetic and active.

Quality orientated.

A purposeful action taker, systematic, logical, analytical approach to problem solving and decision making.

Foster a positive high-performing working climate within a team whereby constructive feedback is used as an up-skilling opportunity.

Contribute to a high-performance culture, continuously provide feedback, challenge sales team, and encourage company behaviours.

Actively focus on offering assistance and guidance to the customer sales team.

Strong listening, telephone, administrative, organisational, negotiation and follow up skills are required.

Must have attention to detail with the ability to analyse and problem solve.

Must have the ability to listen, attention to detail, must be customer service orientated, highly motivated and enthusiastic.

Must be able to adapt, show initiative and be a team player.

Must have the ability to work under pressure with little or no supervision, multitask, be flexible. Must be process driven.

Able to handle stress and pressure.

Company Description:

Unique, privately owned company. Highly regarded in the industry. The largest manufacturer of their kind in Africa. They have an excellent brand. Due to the high demand of their products, their customers call them for products. Well known Internationally. A solid footprint in the Middle – East.
They believe in hiring only the best.

A great company to work for, they really care for their employee’s, they offer training and development and growth opportunities. A profitable business, they reinvest their profits in people development and manufacturing/technology upgrades – resulting in further expansion and product range diversification.

This advert is being advertised in collaboration with our recruitment partner MCHIR.

Customer Service & Sales Team Leader, Gauteng, Springs – Ref: 1214037

Customer Service & Sales Team Leader

Customer Service & Sales Team Leader


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