Customer Central Consultant

6 days ago

Johannesburg, South Africa First Distribution Full time

**JOB PROFILE**:
**Job Title**:Customer Central Consultant

**Division**:Operations / Sales Support

**Location & Address**:Johannesburg

**Reports to**:Sales Support Manager

**Direct Subordinates**:N/A

**Total Staff in Function**:1

**WORKING RELATIONSHIPS**:
**Internal**: **Procurement**
- Sales Operations
- Brand Operations
- Account Managers
- Systems Engineers / Presales
- Marketing
- Logistics
- Regional Managers

**External**: **Vendor**
- Resellers
- End Users
- Vendor Alliance Partners

**JOB SUMMARY**:
**Main Purpose of Position**:
The role of a Customer Central Consultant is to be the first point of contact for the customers of First Distribution and LWH calling in to the FD DC, CS, NW divisions and LWH companies when
- Requiring sales support directly from the Inside Sales Team or
- A salesperson who may not be in the office or
- When a customer is uncertain of who to contact for their query.

The role effectively works alongside all the existing functions and roles in the company with a focus on enhanced customer experience.

The role is to continuously improve the service levels by being the interface between the customer and the operational and internal processes of the Internal Sales Team. They ensure a strong working relationship between the internal sales team, account managers and partners by serving as an internal advocate and client liaison. Typically, a “people person,” by nature, they have a hybrid of soft and hard skills required to master technology and manage customer relationships and be a problem solver for the customer.

**RESPONSIBILITIES AND DUTIES**:
Key Performance Areas:
**KPA PERFORMANCE STANDARDS**

**Administration and Operational ** Executing and adhering to Internal Sales Team processes
and initiatives in accordance with a documented

Operational Plan
- Respond to Account Manager / customer within 2 hours of receiving a request for a quotation or query
- Submit quotes to Account Managers / Customer / Partner, and follow the sales process on CRM, including loading the quote to the client and all relevant support documents
- Work with the Account Manager in the tracking of the

Sales Cycle via CRM - this is a joint responsibility between the Account Manager and Brand/Sales Operations
Administrator
- Before quoting, check is the reseller on our system (if not, send the relevant documentation to be completed); confirm credit available; if credit is insufficient, communicate with finance and the Account Manager to request an increase on COFACE
- Ensure that the knowledge of all promotions are updated and applied to quotes where relevant
- Manage the quote and deal registration process through to completion by liaison with the Vendor, and internal

Sales and Brand Teams
- Revision of quotes as required. Example: amendments to bill of materials and amendments of rate of exchange
- Escalations to Vendor for pricing and discount queries, or where Vendor outside of Service Level Agreements - in conjunction with Management
- Maintain professional working relationships with Vendor.
- Perform any general administration duties in line with previous capabilities and competencies
- Load CRM with updated contact details
- Follow up on operations responses
- Spec and prepare server quotes for our sales team (have an understanding or pre-sales / technical)
- Support sales & clients with technical queries
- Onboard new customers
- Encourage upsells and cross-sells
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Handle client escalations
- Ensure smooth process from quotation to delivery
- Market the various brands and promotions FD supplies to our client base
- Liaise with finance team for any credit queries
- Gain relevant knowledge of products and process by

attending relevant training and vendor webinars

**Vendor product and process knowledge ** Ensure multiskilling by gaining knowledge from pre-sales and brand managers to be able to do entry level configs
- Maintain a high standard in the quality of the work delivered
- Complete required certifications relevant to job performance after authorization from Operations

Manager
- Develop knowledge around the pricing tools and mechanisms from each vendor
- Assist Account Managers on Incentive Program opportunities
- Engage with the brand team on all levels.

**People Management ** Attend training when requested
- Ensure strong and up to date knowledge of First

Distributions policies and procedures, and manage compliance thereof
- Guide and enable the development of team members in line with agreed objectives

**Client service and relationship ** **Develop and maintain relationships with new and existing**
management **clients**
- In cases of unavoidable delays to this SLA, communication and updates must be given to the client
- Follow up with client on sales enquiries, helping where needed to assist client wit

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