The purpose of the Customer Sales Team Leader is to manage and drive the Customer Sales teams to deliver exceptional customer service and close sales (i.e. take & record orders) in order to increase revenue.

As the CS Supervisor you will be responsible for day-to-day operation management and excellence execution of the Customer Sales Consultant (CSC) and Customer Sales Agent (CSA) by introducing the necessary checks and measures. You will also constantly review and adjust the team/ individual objectives, team composition and workload allocation in order to meet goals.

You will be responsible for addressing escalated customer complaints and queries, ensuring they are dealt with in a courteous, accurate & timely manner, perform root cause analysis to identify the reasons for the issue and suggest ways to resolve this.

You will also be responsible for the team’s adherence to all current and new operational- & business standards and Service Level Agreements (SLAs). You will perform call quality reviews, performance management discussions and identify the required training/ coaching interventions required to address shortcomings.

Key Performance Areas would include, but are not limited to:
Operational Results
Act as the team leader to ensure effective functioning of the CS team
Ensure accurate daily planning to include all customers due for delivery to be contacted and are loaded on the system calendar
Ensure all follow-up sales calls of the previous day has been finalised and that all open items/ escalations have been prioritised
Monitor, track and ensure timely execution of calls and placing orders, to increase revenue
Monitor and communicate stock levels to the CS team and adapt sales approaches & offers based on this information
Inform the CS team of specific sales instructions (i.e. promotions, offers, product movements) as per instructions from the Order Manager or Sales division, and ensure the effective execution thereof
Along with HR, ensure performance management and disciplinary procedure is correctly followed
Update and provide input into quality scorecards/ metrics
Review, interpret and implement corrective action based on statistics and scoring (metrics on performance/ adherence)
Provide feedback to applicable departments (e.g. Receivables/ Group Accounts) on lost sales, incorrect data and listings on Electronic Document Interface orders, customer account disputes and trade returns

Innovation & Improvement Results
Responsible for determining training needs in the department
Develop, update and customise training requirements and material (with the assistance of Human Resources)
Responsible for the provision of training and support to new CSCs and CSAs in the company, ensuring they work effectively & efficiently within a reasonable time
Support, train and up skill existing CSCs and CSAs. Improving their core skills around customer relationship management, selling tips/ techniques and the company’s products and operations
Deliver training (including new product launches, product updates, policy and other changes) to the CS team and ensure their understanding thereof
Monitor the attendance to training sessions as well as the completion rates of online training

Risk & Compliance Management
Proactively identify and escalate potential risks with products (quality, schedule management, customer allocation and technology/ system issues) to the appropriate stakeholders
Monitor and assess potential risks and issues with customers and staff, suggest remedial action or escalation
Stay abreast of applicable risk, legislative and compliance requirements for the company and call centre environments
Ensure CS team’s awareness of, and compliance to relevant policies, procedures and contracts.

The successful candidate must have the following experience/skills:
Diploma [preferred] or matric certificate with 5 – 7 years’ Customer Service experience/ 2 – 3 years’ experience as a call centre supervisor, team leader or coordinator
Sound knowledge of sales, marketing and distribution/ supply chain processes in manufacturing & distribution operations [preferred]
Strong business acumen and the ability to interpret & understand the business landscape of customers along with which elements can be manipulated in order to increase sales and revenue
Ability to quickly grasp concepts, perform root cause analysis investigations and resolve issues
Good understanding of production and distribution centre processes and the delivery/ shipping principles
Strong analytical and reporting ability
Computer literate with working knowledge of the Microsoft Office suite of products, Enterprise Resource Planning (ERP) and/or Customer Relationship Planning (CRM) systems

The successful candidate must have the following experience/skills:
Diploma [preferred] or matric certificate with 5 – 7 years’ Customer Service experience/ 2 – 3 years’ experience as a call centre supervisor, team leader or coordinator
Sound knowledge of sales, marketing and distribution/ supply chain processes in manufacturing & distribution operations [preferred]
Strong business acumen and the ability to interpret & understand the business landscape of customers along with which elements can be manipulated in order to increase sales and revenue
Ability to quickly grasp concepts, perform root cause analysis investigations and resolve issues
Good understanding of production and distribution centre processes and the delivery/ shipping principles
Strong analytical and reporting ability
Computer literate with working knowledge of the Microsoft Office suite of products, Enterprise Resource Planning (ERP) and/or Customer Relationship Planning (CRM) systems