ROLE PURPOSE
To maintain excellent customer relationships through effective service delivery; to assist the General Manager with daily tasks with the objective of retaining and growing the defined portfolios. To actively resolve all client queries that have been escalated within a reasonable timeframe. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
KEY RESPONSIBILITIES include the following. Other duties may be assigned.
- Provides purpose fit solutions through an in-depth understanding of specific client needs relating to the services Metrofile provides.
- Engages with clients on a regular basis to maintain sound relationships.
- Acts as primary contact between clients and Metrofile for purposes of:
- negotiating prices within the parameters of the Authority Framework
- providing customised solutions
- problem/issue resolution
- Stays abreast of and informs the General Manager/ Sector Head of changing market and competitor trends.
- Maintains a current and updated database on all clients in own portfolio.
- Ensures that the service offering provided satisfies customers’ needs and identifies leads across their allocated Portfolios.
- Resolve all enquiries or queries escalated to you within a reasonable timeframe.
- Ensure that your portfolio is sufficiently serviced to ensure customer satisfaction.
- Ensure that clients’ portfolios data integrity is accurately maintained.
- Assists with preparing and presenting business proposals to both existing and new potential customers.
- Maintains close relationships with the General Manager in order to capitalise on opportunities identified.
- Ensures effective management of documentation and records as defined within the customer’s document retention strategy by informing customers of past due dates.
- Deals with, resolves and reports on issues, concerns and complaints as relates to your portfolio or allocated clients.
- Reports sales and service statistics to the National Sales Manager/ General Manager on a weekly basis.
- Selling of archive product range within the Metrofile space.
- Ensures that the service offering provided satisfies customers’ needs and identifies leads across their allocated Sector Heads within their Portfolios.
MINIMUM QUALIFICATIONS, EXPERIENCE and KNOWLEDGE:
The requirements listed below are representative of the knowledge, skill, and/or ability required.
- 3-year Degree in Sales/ Business Administration Management/Customer Relationship Marketing/Marketing Management.
- At least 6 years solid knowledge of Sales, Channel and Consumer Marketing functions, Logistics or Supply Chain.
- Excellent command of the English language.
- Must have excellent communication and interpersonal skills.
- Must pay attention to detail.
- Must be focused on achieving results.
- Must be a team player.
- Must have business acumen and be able to communicate at all levels.
- Must be highly computer literate.
- Demonstrate excellent organisational skills.
- Must have valid driver’s licence with own transport.
BEHAVIOURAL COMPETENCIES
Essential Competencies:
- Relating & Networking.
- Presenting & Communicating Information.
- Writing & Reporting.
- Planning & Organising.
- Delivering Results & Meeting Customer Expectations.
- Following Instructions & Procedures.
- Adapting & Responding to Change.
- Coping with Pressures & Setbacks.
Desirable Competencies:
- Working with People.
- Applying Expertise & Technology.
- Learning & Researching.
- Entrepreneurial & Commercial Thinking.
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