Job Summary

Strategic business development through effective customer service management, Inventory management, retail coordination and Revenue generation

  • Minimum Qualification: MBA / MSc
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description

                

Job Summary

•             Strategic business development through effective customer service management

•             Inventory management and retail coordination

•             Revenue generation- Rigorously drive sales target

 

Core working relationships:

•             Clients and Walk in customers

•             Technical Team

•             Logistics and Procurement Team

•             Account Team

•             Sales Operations

 

Task Complexities:

•             Providing and enhancing overall customer experience to clients and walk in customers for the purpose of revenue generation

•             Primary point of contact for clients from design and project execution to attending to client meetings and making presentation as may be required.

•             Monitor and remain current on industry trends, market activities, and competitors

•             Prepare departmental sales performance reports by collecting, analysing, and summarizing information from other members of the Customer Service and Sales Department

•             Sell furniture products by establishing contact and developing relationships with prospects; recommending solutions.

•             Maintain relationships with clients by providing support, information, and guidance.

•             Make presentations to clients on the company’s product and services to facilitate the closure of sales

•             Drive the organization’s Net Promoter Score (NPS) and ensure existing clients recommend to others

•             Implement a culture of First Call resolution across the department

•             Identify new markets by creating new opportunities using demographics and psychographics. Leverage other sectors in creating promos etc.

•             Ensure timely Delivery and confirmation processes with transparency and simplicity

•             Support great customer experience and tools for engagement/culture audit – support must be available to customers across multiple channels in a timely manner

•             Obtain and articulate clients’ brief and assist them in identifying the solution they require.

•             Ensure that clients’ are provided with weekly updates on their project or order

•             Ensure that clients’ complaints are resolved on time

•             Ensure that email and telephone enquiries are responded to promptly within 24 hours

•             Ensure that quotations, tenders and job orders are accurately compiled before sending to the clients.

•             Daily showroom walkthrough to attach price tags to all items.

•             Coordinate the update of departmental documentations regularly as assigned

•             Update showroom stock movement records daily

•             Coordinate the daily preparation of activity reports on the following; Sales closure, number of unconfirmed orders converted to sales, growth of customers’ database, walk-in clients: Prioritized and segmented by order value, number of online enquiries received and attended to, customer complaints received and resolved daily

•             Visit clients’ sites as may be required (before commencement of project, during installation and after installation for resolution and sign off)

 

Key Job Attributes:

Generic

•             The ability to Multitask

•             The ability to work with a team

•             Ability to work independently

•             Ability to be proactive and deliver results

•             Integrity/Discipline

•             Excellent interpersonal skills

•             Attention to details

•             Possess analytic and problem solving skills

•             Proficiency in the Microsoft package

 

Skills

•             Effective Communication

•             Persuasion skills

•             Social Perceptiveness

•             Critical Thinking

•             Negotiation Skills

•             Service Orientation

•             Active Learning

•             Coordination skills

•             Good Judgment and Decision Making

•             Performance Monitoring             


Technical

•             Excellent communication skills and evidence of building strong relationships

•             Solid knowledge of digital technologies including those involving content management, web analytics, search engine marketing, email marketing, website usability

•             Able to develop strong value propositions consistent with Customer needs

•             Knowledge of the company’s product and services

•             Ability to connect strategic thinking and planning with hands – on  tactical execution

•             Project Management Skills

•             Excellent Presentation skills

•             Must be Social Media savvy

•             Networking skills  

 

JobKnowledge

•             Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

•             Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

•             Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modelling, leadership technique, production methods, and coordination of people and resources.

 

Education:

·         A Degree in Marketing communications, Social sciences or Business Administration.  

·         An MBA will be an added advantage

·         Experience:

·         Minimum of 5 years’ experience in a Customer service and sales oriented role.

·         4 years’ experience in a supervisory role.

 


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