Liquor Trader

Functions / Responsibilities:

Survey target market

• Use an up to date and detailed map of store location and surrounding areas. Write down names of businesses when driving around target areas.
• Use telephone directories and yellow pages to source customers in target market. Follow up on referrals.
• Take the name of businesses and businessmen and run them through the store system to see if they are already cardholders.
• Identify competition by using a map of the area.
• Conduct price surveys on competition telephonically.

Recruit Customers

• Phone the potential customer and set up a meeting to see him Before conducting the initial meeting with a potential customer:
• Ensure as much knowledge as possible has been accumulated about the customer
• Ensure that you are well informed about Makro so that customer's questions and request can be answered At the meeting
• Introduce yourself to the customer Introduce Makro to the customer
• Asses customer's needs.
• Indicate how you would satisfy those needs.
• Ensure that you receive commitment from the customer. Reassure the customer of his decision.
• End all meetings with a confident hand shake and thank for his/her time. After the meeting
• Record everything that was discussed and agreed to at the meeting. Take a Makro card ensuring all details are correct.
• If applicable, ensure all orders are pulled and the customer contacted.

Service existing customers

• Contact customers to ensure that they are satisfied.
• Reassure the customer that they are doing the right thing by shopping at Makro. Apologize for any mistakes which may have occurred.
• Give good and honest advise to customers. Always portray honesty, fairness and integrity.
• Compile and distribute meters to encourage customers to come in and shop. Handle a complaining customer to solve his problem where possible.
• Phone lost customers in order to re- establish relationships and regain support.
• Phone customers and advise them of promotional breaks & promotional lines for weekly traders day, if applicable.
• Place price ticketing- left to right according to price escalation
• Set up displays- Creative product categories/ statement solutions
• Ensure all ticketing meets company standard

Service walk in customers

• Stop and approach customers who look as if they need assistance. Greet the customer in a friendly tone of voice.
• Introduce yourself to the customer.
• Ask the customer how you can help him. Be polite, helpful and courteous at all times.
• Know your store.
• Know your products.

Query Resolution

• Listen carefully to the customer's request/complaint
• Ask open ended questions to find out all the information required. Satisfy the customer's query.
• If you cannot satisfy the customer - find someone who can.
• If necessary, take down the customer's details and the details of the query. Find out what else you can help the customer with.
• End in a polite and friendly way.

Complaint Resolution

• Respond to the customer with empathy.
• Apologize and thank the customer for informing us.
• Tell the customer how the problem will be fixed.
• Make sure that the customer is satisfied with the solution that you are offering. If necessary, take down the customer's details and the details of the complaint. End off in a polite and friendly way.
• Keep your customer informed. Follow up with customers telephonically to tell them how the investigation is progressing and of the result of their complaint.
• Prepare for the call beforehand to remain focused during the conversation. Ask clearly and politely for the person you want to speak to.
• Greet the person and identify yourself giving your name, company & department. Explain clearly what has been done regarding the complaint.
• Verify that the customer is satisfied with the result.
• End the call by telling the customer that you look forward to seeing him in Makro soon. If many customers are returning a particular item of stock - inform the buyer.

Handle Telephone Calls

• Excuse yourself if you are busy with a customer. Answer the call within three rings.
• Greet the caller in a friendly way.
• Give your department first, followed by your name. Ask how you can help the caller.
• Listen carefully to the caller's request.
• Keep customer informed of the time it will take to fulfill the request.
• Where necessary ask open ended questions to find out all the information.
• Ensure the request is dealt with, by yourself or another staff member, follow up and ensure it has been dealt with fully.
• Give the caller the information he needs in a clear way. If the required person is not available - take a message.
• Explain to the caller that the person he is looking for is not available at present. Write down the caller's name and number and the details of the message.
• Verify message detail with caller. End the call in a friendly manner. Give message to relevant party.
• Verify that follow up has happened.

Maintain supplier relationships

• Deal with supplier representatives courteously.
• Where applicable ensure returns documentation is legible and accurate.

Shrinkage

• Handle stock with care:
• Pack Stock carefully, onto pallets or onto shelves, making sure that it is secure. Do not throw boxes of breakable stock, when packing.
• Repair damaged packaging or send to supplier for repair.
• If licensed, drive Forklifts and other transporters carefully to the required safety standards. Check all paperwork thoroughly to ensure correct information.
• Verify stock information Count stock accurately
• Keep Shelf edge tickets correct and up to date. Ensure stock received is correct.
• Ensure stock has bar-codes / article numbers on Be focused on shrinkage control
• Know and understand store rules and procedures. Always adhere to store rules and procedures.
• Man your aisle as much of the time as possible.
• Report suspicious looking customers to Loss Prevention or Security. Know how to complete the Shrinkage Action report.
• Complete shrinkage action reports.
• Stock Counts:
• Stock count schedules to be adhered to at all times Prepare the day before for all counts.
• Ensure all pallets to be counted have the following information: Correct article number / Bar code
• Quantity
• All stock to be counted 100% accurately
• All corrections of counts received from stock control to be completed

Merchandising standards and Housekeeping

• Telesales area to be kept neat and tidy at all times Keep your aisle clear for customers to walk down.
• Remove all pallets, litter, boxes and cleaning materials from the aisle immediately on completion of the task. Ensure that there is no merchandise lying underneath the shelves.
• Do floor walk on a daily basis.
• Ensure merchandise is in good condition. Always handle merchandise carefully.
• Keep dump bins clean and free from incorrect stock.
• Return any merchandise from other departments/aisles/bays to their correct sales points. Move damaged stock immediately.
• Place damaged stock in the correct cage in the buffer.
• Wolly carding:
• All pallets that are racked to have wolly cards .
• When writing up wolly cards ensure they are easy to read from the floor. All wolly cards to have the following information
• Article number or barcode Quantity of product on the pallet
• Merchandiser control:
• Ensure the merchandiser is always available on the shop floor Inform a manager if a merchandiser does not arrive for work

• Ensure all duties on the merchandisers control sheet have been completed before signing the sheet

• plan is in place for individual departments

• Ensure Development plan is in place for individuals
• Ensure % staff that have completed mandatory CBT's are recorded
• Ensure % staff that have completed functional CBT's are recorded

Minimum Academic, Professional Qualifications & Experience required for this position

• Minimum academic and professional qualifications and experience required for this position.

Competencies & Skills:

Essential

• Evaluating problems
• Investigating issues
• Creating innovation
• Building relationships- Internal and External
• Communicating Information
• Providing Leadership
• Showing Resilience
• Adjusting to change
• Giving support
• Processing Details
• Structuring Tasks
• Driving Success

Massmart is an equal opportunity employer and encourages all people including people with disabilities to apply for the role. Due to the volume of applications we receive, should you not hear from us within 14 days of your application, kindly consider your application unsuccessful.

"Please note that only the following information is required in your CV:

Contact details (email and contact number); Full name; Date of birth; Race; Gender; Disability status; Location (Current city/town of residence); Qualifications and training; Work experience; Memberships (if any); Personal and technical skills, including computer literacy."

Note that by responding to this application and providing your personal information, you confirm your express and informed consent for Massmart Holdings Limited and all its subsidiaries and all affiliated companies ("Massmart"), to process your personal information in order for Massmart to consider your application for this position. All Personal Information that you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. To read more about our privacy policy and how we process your information, please visit