Purpose of the Role:
Customer Care Sales Admin. Retention of existing Transactional
Waste Management Clients and customer care team Management. Drive sustainable financial growth through maximising existing client sales and forging strong relationships with all clients. Expected to achieve individual Allocated retention client targets with required budgeted company gross and business margins. Provide technically driven support and Transactional Standard Waste Management service to retention clients. Provide technically driven support and Transactional Standard Waste Management Service support to customer care
administrative individual team members. Responsible for execution of the retention customer care strategy.
Role: Industrial Waste Customer Care Supervisor
Location: Durban KZN
COMPETENCE AND/OR QUALIFICATIONS:
- BSC Chemistry/Chemical Engineering/ Waste Management/ Environmental degree or Sales/
- Marketing related qualification preferable
- Preferably 3 + years experience in the waste management industry
- Minimum 3-5 years service industry experience with a proven track record in new business sales.
- Experience with identifying profitable business opportunities and potential clients.
- Exceptional ability to analyze market trends and competitor behaviour.
- Excellent ability to maintain solid client relationships and establish industry partnerships.
- Strong competency in negotiating and closing business deals.
- Exceptional interpersonal and communication skills.
- Excellent presentation skills.
- Proficiency with integrated business management and CRM software.
- Strong organization skills
- Ability to work under pressure
- Effective verbal and listening skill
Responsibilities: - To retain existing clients through excellent customer service. To prospect and research the allocated existing client base to generate new qualified leads, converting those leads into qualified opportunities and closing upsell, sales opportunities, by following the company sales process.
- To achieve monthly, quarterly and annual retention sales targets and KPIs which are measured quarterly and annually..
- Following the company sales retention process to ensure a high probability of success.
- Have the ability to oversee and support a team with quotations to designated target markets with support from the Lab and technical teams.
- Analyze and expand new sales opportunities towards sustained growth for low value high volume clients with the assistance of your customer care team.
- Perform competitor analysis toward retaining market share.
- Negotiate new business closure that promotes sustained revenue from low value high volume allocated client base.
- Understanding buying signs with the purpose of accurately forecasting within a quarterly time frame by clearly defined sales stage.
- Ensure accurate live use of company CRM (Customer Relationship Management) Program.
- Manage and develop a high performing integrated Customer Care Sales Team.
- The objective is to develop a strong retention sales culture, which drives sustainable financial growth and supports , strategic goals and objectives.
Duties: - Account Management of personally allocated retention clients and the execution of retention plans to retain, contract and upsell these accounts.
- The development of strong relationships with clients.
- Manage and be responsible for a team of 3 customer care representatives responsible for customer care retention of high volume low value clients, 3rd party transport and or disposal only clients, ensuring the team effectively executes on the retention strategy.
- Retain upsell and cross sell existing Customer Care Allocated business through execution of the customer care sales retention strategy to maximize the life cycle of our customer care client base supporting operations.
- Offer on-gong strong support to your customer care team on the sales process.
- Collaborate with and support Business Development Head Waste & Industrial Waste Sales Executives.
- Meeting and knowing influential individuals in the waste business;
- Ensuring that the Company does business with quality customers who will honour their contractual payment obligations;
- Ongoing learning of the sales process ensuring alignment with company strategy;
- Creating and maintaining an ongoing and acceptable high standard of service and ensuring that these working standards are met at all times;
- Responsible for ensuring that all Customer Care functions are carried out efficiently and effectively
- Work Closely with the relevant Business Units; Industrial Waste Sales Executives, Sales
- Engineers, Business Development Heads, General Managers, Technical Managers, Logistical
- Managers, Treatment and Beneficiation leads and Tendering teams on proposals and opportunities
- "Own" the Quote development process and successfully turn it into sale, while ensuring all deliverables align with expectations, deadlines and key milestones of all stakeholders.
- Use compelling sales support tools (brochures etc) showing your understanding of customer needs and the transformative value our solutions bring
- Keep our Customer Relationship Management (CRM) system up-to-date with all relevant information to support management strategic decisions on a daily and weekly basis.
- Enable growth of recurrent service offerings at customer care accounts by upselling and cross selling, in close collaboration with your customer care team, Key Account Managers - Retention
- Lead and Technical subject matter experts..
- Promote Landfill Management with customers and execution of the customer care strategy.
- To devote all your time and attention during normal business hours, and such additional time and attention as the requirements of the Company's business may reasonably require;
- Conduct, improve, extend, develop, promote, protect and preserve the business interests, reputation and goodwill of the Company
- Perform any other duties as required by your designated manager.
- Identify and capitalize on opportunities / Determine customer buying criteria, needs and requirements
- Ensure customer satisfaction
- Efficient hand over to operations of successfully landed quotes;
- Conduct detailed Waste Assessments inclusive of technical assessments supported by subject matter experts where necessary.
- Formulate transactional quotations specifically addressing client buying criteria and needs and requirements.
- Conduct Hazardous Waste Sampling and communication of Analysis results.
- Take the lead in driving waste disposal to the site
- Maintain a high standard and quality of quotations & tenders supported by the Tendering Team.
- Monitor Market trends and developments in industry sector
- Devise tactical strategies to integrate Transactional Waste Management into customer care clients business.
- Delisting of Waste / Classification of Waste though the assistance of internal laboratory service
- Personal Sales Reports/dashboards including monthly forecasts directly from the live CRM Sales force tool only.
- Communicate effectively with operations and subject matter experts to ensure the best possible solution for clients.
CRITICAL CROSS FIELD OUTCOMES: - Perform all duties as per latest ISO9001, ISO 14001, ISO45001 Quality Standard Requirements.
- Ensure health and safety legislation and contractual obligations pertaining to health & safety are adhered to throughout the tender.
- Function as part of a team.
- Ensure total confidentiality of all information, internal and external, pertaining to the business of the Company, all its employees and management.
- Communicate with stakeholders in a professional manner.
- Maintain self discipline & integrity in the organisation
- Actively promote a positive working environment and a sense of belonging among all staff.
- Participate fully in all training interventions made available and promote a culture of training and development within the company.
- Become familiar with, comply with and promote all company policies, procedures and administrative processes.
- Utilise your work time gainfully and productively to meet the companys objectives.
- Promote a positive and professional company image at all times.
- Must be willing to work independently and be a self-starter.
- Demonstrated sales/people skills and/or aptitude
