About the job

We have an excellent and exciting opportunity for Sales Support - Acquisitions. We seek to give the opportunity to a candidate who ideally holds professional qualification in Sales & Marketing with an in-depth experience in Shipping and Supply Chain sales. The successful candidate shall be based in Nairobi as the point of operation.
Purpose

• The purpose of the Sales Support function is to provide a support role to CSMM across the entire logistics value chain. The area of focus will be to increase effectiveness of country sales activities and exploit growth potential in acquiring premium customers, cross-and upselling. Act as liaison for global partners, coordinate shipments for new accounts, qualify leads, manage tele sales customer portfolio, process RFQ’s in coordination with Finance and Operations, process customer transactions i.e., tenders, enquiries, set up and maintain data accuracy of the customer database.

Key Performance Areas

1. Global Networks and Agency Partners

• Provide accurate Quotations with 24 - 48hrs.


• Ensure that documentation is correct and accurate.


• Follow up on sales leads assigned on a weekly basis.


• Provide all relevant information in regards country statutory regulations.


• Provide updates on changes in regulation, port activities/upgrades, charges


• Follow up on reciprocal opportunities related projects, sales leads, new business etc.


• Debt collection of sales accounts assigned.


• Ensure valid contracts are in place and the worldwide contact database is updated.


• Identify and evaluate networks to determine their fitness to ESL Group.


• Communicate to agents on new country developments on a quarterly basis.

2. Departmental Coordination

• Coordinate shipments for selected account customers and country customer portfolio.


• Accurately process customer transactions such as quotations, respond to enquiries on email and telephone.


• Contact customers following sales calls to ensure ongoing customer satisfaction and resolve any complaints.


• Report to the CSMM and Business Development Managers on customers' activities and issues.


• Update accurately Customer Master database with customer KPI’s, SOP’s, SLA’s, contact information and any other customer information as deemed necessary.


• Review pending orders and specific customer requests to ensure excellent customer experience.


• Suggest sales process improvement.

 3. Billing and Quotations

• Coordinate billing with respective Business Development Managers in liaison with global network agent’s team finance and operations teams.


• Update standard rate cards as and when rates change.


• Track and update quotations to determine conversation ratio.

4. Lead Management

• Processing new sales leads and assigning to respective Business Development Managers


• Managing the correspondence between the sales team and their customers.


• Champion lead generation activities within and outside the organization.


• Providing data and reports on leads to helping the sales team’s quick conversion.


• Answer phone calls related to indoor sales activities


• Schedule meetings with prospective customers on behalf of the sales team

5. General

• Maintain and continue to develop an in-depth knowledge of all company products and services.


• Comply with direction given by team leaders and management team and follow given guidelines and professional code of conduct.


• Bring a value-added approach to all issues and projects.


• Ensure customer satisfaction relative to quality of product and service.


• Adherence to company set standard operating procedures (SOP’s).


• Participate in internal and external training for professional growth.


• Team leader and management may assign any other duty as deemed necessary from time to time.


• Ensure reports are submitted weekly, monthly, annually, and as when required by team leader and management.

Key Performance Indicators

• 100% response and tracking of customer requests and inquiries.


• 100% quotation provided to customers within 24hrs


• 100% accuracy of billing files


• 100% accurate update of customer master database weekly, monthly, annual.


• 100 % weekly reporting of quote conversions

Qualification, Competencies and Skills

• Bachelor’s Degree in Business, Supply Chain management, Entrepreneurship, or related field


• Proficient in all computer application packages


• Hands on experience with ERP and CRM systems


• Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)


• In-depth knowledge of sales principle and customer service practices

Competence & Skills

• Leadership skills,


• Proficiency in MS Word, MS Excel, PowerPoint and use of ERP.


• Good communication skills


• Organizational & interpersonal skills and team player.


• Demonstrate a strong ability to co-ordinate, prioritize workload and work under pressure.