Internal Sales

Position Purpose:

Responsible for providing administrative support to the sales and sales management on customer related activities. Ensure excellent Customer service is provided to clients by creating SAP Purchase Orders, loading quotes, updating CRM database and all other relevant activities introduced to drive growth within the business.

 

Key stakeholder Relationship:

Internal

  • Projects
  • Ops
  • Quality Assurance
  • Procurement
  • Carrier Relations Managers and Pricing team
  • Commercial Manager
  • Finance
  • NOC

 

External

  • Suppliers
  • Customers

 

Experience & Qualifications:

Minimum Qualification:

  • Minimum Matric
  • Comm or equivalent

Minimum Experience

  • 3 years sales support experience in the telecommunications environment

Other Requirements

  • Must have own transport and valid driver’s license

 

Job Grade

  • C1

 

Key Performance Areas & Indicators:

QUOTES AND ORDERS

Tasks

  • Generation of MSA, SoS (order form) and SLA
  • Capture and process quotations, purchase orders and customer details on SAP and other internal applications and systems
  • Follow up on open and overdue orders and raise with Sales Team
  • Liaise with internal cross-functional teams to deliver orders and provide effective feedback to Customers
  • Ensure billing commencement on turn up and hand over
  • Ensure invoicing and billing are correct

KPI’s

  • Accurate capturing on order tool
  • Accurate capturing of Quote and Order reports
  • As per agreed turnaround times
  • Weekly open order
  • Daily
  • Daily
  • Weekly

Tracking Report /BI  Tool

  • Quote/Order tool
  • Quote tool SAP Report
  • Open Order Report
  • Email
  • Quote tool SAP Report
  • Quote tool SAP Report

CUSTOMER SERVICE

Tasks

  • Receive Customer enquiries and escalations, acknowledge receipt, identify action required
  • Manage correspondence between customer, help desk and sales team until resolved
  • Liaison with projects where necessary
  • Liaison with support via GSC where necessary

KPI’s

  • Sales support drop box responded to within 24 hours
  • Resolved within agreed SLA

Tracking Report /BI  Tool

  • Customer Surveys
  • SLA Reports
  • Feedback from Sales managers & colleagues

ADMINISTRATION AND OTHER OFFICE FUNCTIONS

Tasks

  • Answer calls and assist customers with enquiries and escalate as required to Account Managers
  • Scheduling of customer appointments
  • Ensure all MSA and SLA agreements are in place and managed accordingly
  • Assist administration with collections and cash flow stimulation

KPI’s

  • Daily
  • Efficient and timely responses

Tracking Report /BI  Tool

  • Outlook Calendar

ASSIST WITH REPORTING

Tasks

  • Assist Sales Management with reporting by gathering and presenting requested information e.g. Billing, customer analysis etc.

KPI’s

  • Accurate information, on time

Tracking Report /BI Tool

  • Reports

TEAMWORK

Tasks

  • Work with collegues to achieve overall team goals
  • Highlight problems and work with team to find solutions
  • Take personal ownership of problems

KPI’s

  • Demonstrate willingness to assist others
  • Suggest solutions instead of problems
  • Go the extra mile for the Customer

Tracking Report /BI Tool

  • Feedback from Sales managers & colleagues

 

Competency requirements for position

KNOWLEDGE

  • Good understanding of the telecommunications sector
  • Product knowledge of internet, ethernet and MPLS products advantageous
  • Good understanding of business acumen (i.e. numeracy skills, generation of profit and loss, margin)
  • Customer Service

SKILLS

  • Communication Skills (verbal and written)
  • Ability to build trust and customer loyalty
  • Planning and organisational skills
  • Problem solving skills
  • Complaint Handling
  • Good administrative skills
  • Computer literacy – intermediate Excel, Outlook, Power point, Word
  • SAP advantageous

BEHAVIORAL

  • Customer Orientation
  • Analytical skills
  • Attention to detail
  • Results orientated
  • Initiative
  • Tenacity and Resilience
  • Team work
  • Work under pressure

 

Key Performance Areas:

  • Quotations and Orders 40%
  • Customer Service 20%
  • General Admin 20%
  • Reports 10%
  • Teamwork 10%
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