Customer Problems Coordination & Resolution Effectiveness

• Provide significant support to the sales team when there are significant technical issues to ensure issues are successfully resolved within guidelines and standards.
• Respond to complex complaints and assisting customer with online related queries.
• Ensure all customer support processes and procedures relating to the online system are in place.
• Anticipate customer needs and proactively flag problems before they surface and assist team by escalating, reproducing customer issues until a solution is reached.
• Work directly with customers to troubleshoot, diagnose, and resolve technical issues.
• Gather and analyse data in order to understand problems and address them proactively.

Online Sales Volumes/Customers Onboarded

• Help customers get set up through onboarding.
• Provide customers with support on how to navigate a variety of tools & features on online system.
• Drive sales and ensure an exceptional customer experience online to retain existing customers.
• Assist customers with technical troubleshooting, and billing.
• Engage with customers to reemphasize the value of the online system.

Internal Sales Order Processing Administration

• Taking and entering all orders onto the Kerston Foods order system
• Informing timeously all customers of “out of stock” products
• Processing sale orders and ensure that the orders captured are accurate with the correct details, such as prices, discounts and product details
• Processing all online sales orders.
• Ensure all daily online priority and early cut-off orders are processed.
• Ensure all online orders are assigned to the appropriate account in the system.

Customer Liaison

• Managing customer feedback into continuous performance improvement processes.
• Ensure that the customer experience is always seamless and that this seamless experience flow through all transitions with customers
• Achieve sales targets through expert consultation.
• Following up with Customers, throughout the sales processes, to ensure satisfaction and updating on progress.
• Frequently engage with the customers in the development and release of promotion and new features on the online system.

REQUIREMENTS & QUALIFICATIONS

• Minimum Grade 12
• certificate level or short training, sales and marketing studies would be an advantage.
• 1-2 years’ experience in sales
• Proven work experience as a sales representative
• FMCG background in similar role would be an advantage