About the position
The CIC Consultant is responsible for delivering exceptional customer service by performing inbound / outbound calls to customers, executing campaigns, handling product- and customer account inquiries, managing customer expectations and service levels with customers. This role relates to the planning, delivery and composition of orders and ultimately closing sales (i.e., take & record orders)
You will also be relied on to increase sales revenue through executing up-selling and cross-selling campaigns. You will continuous y build an improved understanding of the customers' business, competitive landscape and operational requirements and how to match that to Heineken Beverage product portfolio to offer a recommended basket of products (the 'Picture of Success')
This will be a contract position (September - January)
Key Responsibilities:
- Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls.
- Prevent late orders by placing them accurately and timeously.
- Confirm all orders with customers to ensure validity and accuracy, before submission.
- Correct incomplete orders, check all EDI orders and release / rejecting or escalating queries where required to the appropriate department.
- Perform sales activities, customer inquiry management, product, promotion awareness, and customer relationship management to consistently meet or exceed week y and monthly sales goals.
- Assist customer with order make-up using the past orders. Promote products to customers:
- Introduce & promote new products & packaging.
- Inform customers of discontinued products & packaging o Inform customers of out-of-stock products & suggest alternatives. o Inform customers of products on promotional cycle or sell-out lists o Introduce & promote empty returns to customers.
- Encourage the sale of full cases & pallets (where applicable), offering alternatives to single/ by unit product requirements.
- Responsible for the maintenance and update of customer files and records:
- Ensure that information on the customer's product portfolio is kept up to date and their records are accurate from a contact and product delivery perspective.
- Ensure all customer queries are dealt with timeous y and efficiently, being a 'single point of contact' and 'first point of resolution.
- Handling customer queries via effective Case Management.
- Co-ordinate with appropriate departments to ensure customer queries are solved within SLA.
- Complete sales and/or returns activities in salesforce in order to ensure visibility and reporting.
- Follow-up with customers regarding all queries lodged and assess satisfaction.
- Ask for assistance to resolve the customer query immediately, preferably without the need to pass it to another consultant / department.
- Escalate concerns to the appropriate stakeholders.
- Take responsibility for own development and contribute to team effectiveness. o Develop effective manager and peer working relations.
- Take responsibility of own performance goals and personal growt o Manage your career (Objective setting Scorecard, PDP are in place).
- Drive own development to ensure knowledge and skills remain current.
Qualification and Experience:
- Minimum of Matric qualification
- A minimum of 2 years' experience telesales, customer service or call centre environment.
- Understanding of call centre operating models, performance requirements and reporting. Previous experience with order taking in a call centre environment.
- Good telephonic communication skills & etiquette and the ability to use telephone-based selling approaches to meet targets.
- Good relationship and repour building skills with the ability to maintain professional working relationships with customers and internal stakeholders.
- Ability to multi-task, take orders and answer inquiries while completing other assigned tasks
- Attention to detail & ability to ensure orders are captured accurately and that customer follow- ups happens timeously.
- Able to grasp concepts quickly in the customer relationship system as it relates to aspects. o Maintenance of customer contact details o Capturing order details, performing and responding to customers- and order inquiries
- Able to use the customer relationship system to suggest new or different products to offer the customer.
- Display a willingness to learn from others and ask for assistance and guidance when needed.
Desired Skills:
- call centre
- inbound
- outbound
- sales
