Internal Sales Manager, Customer Experience Leader, Customer Service Manager, Order Management Leader

Management

Manage Internal Sales Staff

Recruiting, mentoring and develop customer service agents and creating an environment where they can excel.

Gap Analysis

Identifying gaps and implementing Standard Operating Procedures, policies, and standards as per ISO requirements and to improve the efficiency and productivity of the Customer Service Centre.

Project Management

Implementation, tracking and completion of projects to improve the Customer experience and Customer service.

Analysis

Checking margins and GP to ensure profitability

Analysing lost sales

Revenue execution

Checking Customer back orders and ensuring all obstacles are removed to meet the AOP

• Managing Order Management Administrators, Internal Sales, Supply Chain & Procurement
• KPI setting and Tracking
• Ensuring all orders and projects are processed accurately
• Liaising with all external parties to ensure on time deliveries to Customers
• Tracking projects to accurately forecast Revenue
• Checking Customer back orders and ensuring all obstacles are removed to meet the AOP
• Develop and implement processes and procedures to combat lost sales and regain lost business and Customers
• Evaluate competition and initiate marketing strategies to achieve maximum market penetration for Gardner Denver parts and services.
• Ensure generation of sales revenue as per sales targets
• Ensure continuing contact with Customers and Distributors in order to improve quality of service and the Division’s reputation as a reliable supplier.
• Develops and maintain a competent work force through recruitment, training, coaching and establishing goals and objectives.
• Checking margins and GP to ensure profitability
• Achieve financial targets.
• Custodian of NPS analysis to improve Customer Service
• Implementation, tracking and completion of projects to improve the Customer experience and Customer service.
• Maintaining accurate stock levels to ensure on time deliveries
• Procuring and importing with approval authorization of up to 50,000 USD
• Build strong relationships with manufacturing locations (globally), Procurement, Sales, and Supply Chain to ensure R&O’s are identified with the objective of meeting and exceeding the AOP.
• Developing and embedding a structured approach to Backlog Management by working with manufacturing locations, Supply Chain and Sales.
• Attend Business review meetings with Key Stakeholders
• Measuring and Reporting Net Promoter Scores as well as 24-hour non-compliance and develop improvement plans.

Technical / Sales & Marketing

• Manage and take direct responsibility for all Internal Sales functions
• Manage and take direct responsibility for all Internal Sales Staff
• Supervise all function of Internal Sales Staff in all internal sales processes
• Direct quotation, technical service and order process functions
• Proactively follow up quotes and tenders to ascertain effectiveness.
• Problem solve and gather information as needed to create the highest quality product consistent with customer requirements.
• Ensure liaison between External Sales and Operations team as efficient and seamless to maximize monthly revenue and on-time deliveries.
• Translate customer applications into defined requirements and product specifications.
• Undertake project-based work as an advisor or member of project teams (project-based roles and responsibilities are described in project documentation).
• Undertake or participate in day-to-day operational tasks such as training and administrative activities.
• Filing and Records on all contract clients as well as tender preparations

Competence

• Presentation Skills - Ability to structure, engage and present information clearly and interestingly to various audiences
• Writing Skills - Proven ability to use clear, concise language in correspondence as well as including content fitting for the purpose and audience when preparing written briefs and reports.
• Negotiation Skills - Capable of listening and assimilating information from others, identifying various potential outcomes and consequences, presenting persuasive arguments and winning concessions while maintaining relationships.
• Leadership Skills - Encourages and supports others while building valued and trusting relationships with others. Practices open communication, leads by example and effectively provide honest and constructive feedback.
• Team Building Skills - Promotes collective achievement, contributes to the development and achievement of group objectives, is respectful, actively listens to and seeks out opinions and ideas from others.
• Organisational/Performance Management - Ability to manage stress, to plan and organise self and others to ensure the timely completion of tasks, and to develop and support others to succeed in their roles (through effective feedback).

Skills / Knowledge

• Management – Commitment to quality. Can apply process and procedure and achieve compliance and comprehends issues surrounding sustainability in resource use.
• Analytical and conceptual thinking - Proven ability to work in complex frameworks, analyse and prioritise elevated levels of information and convert ideas and objectives into actions.
• Problem Solving - Ability to appropriately prioritize problems, gather and analyse the right information to identify symptoms and causes and identify the right people to involve to reach better conclusions.
• Computer - Excellent word processing and spreadsheet capabilities, proficiency with e-mail and internet applications (e.g. MS Word, Excel, Outlook), MRP/DRP experience
• Customer Focus - Knowledge of internal and external customers’ business needs and expectations; Delivers constructive qualitative feedback to customers; Meets deadlines; Works with internal customers to help develop requirements and schedules

• Cooperating partner of the management and top level management
• Supporting and or defining site performance targets and objectives
• Providing management with monthly KPI’s and commentaries
• Analyzing and challenging financial and operational results, identifying opportunities, proposing and following-up action plans
• Assist in the development, reporting, and commentary of key performance indicators for manufacturing operations
• Create cost reports illustrating variations, risks, commitments and expenditure and analyse with management
• Implement effective cost control measures
• Analyze Industrial Operations expenses and variances on standard production costs, highlight root causes to variances, communicate and propose remediation actions
• Establish a detailed sales and production budget process
• Development of financial forecasts and analysis of variations against profit plan / targets for all operations
• Create product calculations for sales department and benchmark prices within REMA and to competition.
• Ensure that accounting procedures and systems are adequate and functional
• Monitor the ordering, purchasing, receiving, storing and issuing functions
• Monitor the financial progress of a project
• Provide oversight, technical support, and guidance to operational management
• Provide qualitative commentary / interpretation of financial results that will facilitate understanding of operational performance
• Provide ad-hoc analytical support to manufacturing operations
• Review and Approval of all inventory purchases within the Group.
• Review and Approval of all Purchase Requisitions above defined limit
• Financial validation for procurement initiatives
• Preparation and review of financial analysis for manufacturing strategic capital investments
• Develop and establish above mentioned topics within the IT systems as a commerical partner to IT department.
• Control, implement and measure Working Capital – Inventory reduction project for the Group of Companies (12 Companies)

Internal Sales Manager
August 2012 to August 2015

• Manage Internal Sales Staff
• Implementation of a daily/weekly sales report in order to monitor the daily / weekly sales development.
• Ensure Sales Targets are met.
• Monitor order intake per month, including P&L
• Monitor quotations vs. order intake per Internal Sales Coordinator and gather market intelligence into why quotations are not being converted into orders.
• Interviewing and employing staff.
• Promoting / disciplining staff.
• Working closely with HR in the Implementation of KPA’s and KPI’s.
• Performance Management & Evaluation
• Handle Customer Complaints.
• Inventory Control - set up re-order reports to ensure accurate stock and correct stock levels.
• Restructuring of Sales Department, (roles & responsibilities, job descriptions).
• Initiate employee training in order to develop staff.
• Internally liaise with planning, production and dispatch departments.
• Maintain and update prices list.
• Establish price margins within the price list and ensure that minimum prices / gross profit margins are communicated to all Sales Representatives on a regular basis for the Rema Tip Top Group.
• Approval, processing and analysing of all Credit Notes
• Final approval of Customer discounts.
• Analyse turnaround time of quotations.
• Responsible for general correspondence.
• Customer / Branch and Howick Plant visits
• Representative of the Company process improvement task team to evaluate processes and ensure continuous improvement.
• Analysis of Customer spend and product trends.
• Maintenance and improvement of the item master.

Products:

• Wear protection / Conveyor Maintenance / Corrosion Protection / Bonding Systems / Conveyor Belt service and Belt cleaning systems / Vulcanising Presses / Rubber lining and coating systems / Tools and equipment

• Handling of Company key accounts – internally & externally.
• Sales (±R45 Million /annum).
• Provide technical and sales support to customers.
• Manage and forecast budgets.
• Internally liaise with engineers to assess customer requirements.
• Internally liaise with planning, production and dispatch departments.
• Understand technical drawings.
• Conduct estimates and product costing.
• Select material when estimating and quoting customers.
• Responsible for marketing including website, e-mail, company profile, product catalogues.
• Submit quotations to customers.
• Responsible for general correspondence.
• Conduct market research.
• Perform cold calling to find new business in the mining/construction industries.
• Follow company procedures.
• Arrange transport i.e. truck hire for customer deliveries.
• Responsible for E-Filing.
• Perform periodic customer visits.
• Assess customer stores and initiate better stockholding procedures.

Products:

• Hydraulic fitting and adapters.
• Precision engineered steel Components.

Industries:

• Mining.
• Construction.
• Automotive.
• Hydraulic.
• Fluid power.
• Earthmoving.

• Responsible for telephonic sales orders.
• Managed and motivated the internal sales team.
• Identified customer requirements.
• Sourced new products; purchased stock.
• Updated cost and selling prices on the system.
• Planned and forecasted sales.
• Quotations to customers and general correspondence.
• Offered internal sales support to the sales representatives

Products:

• Abrasives.
• Air and electric tools.

Industries:

• Industrial.
• Manufacturing.
• Engineering.

• Responsible for sales and new business development in the engineering industry (Dimensional and Metrology).
• Provided internal sales support to external sales representative.
• Projected weekly, monthly and yearly sales budgets for the sales representatives.
• Identified customer requirements.
• Researched potential customers.
• Sourced equipment from small tools to capital equipment (local and overseas).
• Liaised with overseas suppliers.
• Assisted with Projects and tenders varying from R500 000 - R30 million.
• Responsible for general correspondence.
• Generated quotations and currency conversions.
• Performed secretarial duties, including minutes of meetings.

Products:

• Precision tools.
• Prototypes.
• Moulds.
• Jigs.
• Fixtures.
• Production equipment.
• Presses.
• CNC CAM and measuring machines.
• Measuring equipment.
• Production injects marking.
• Coin and banknote counters.
• Marking equipment.

Industries:

• Automotive.
• Manufacturing.
• Engineering.

• Responsible for internal sales for branches in KwaZulu Natal, Port Elizabeth, Cape Town and Austria.
• Corresponded with international organizations.
• Performed production planning.
• Formulated and estimated manufactured products.
• Purchased stock and raw materials.
• Assisted with import and export.
• Generated unique stock codes for products.
• Investigated stock discrepancies.
• Performed secretarial duties.
• Typed training programs, catalogues, marketing research forecasts, price lists, general correspondence, contracts, tenders, orders, quotations, test reports, memorandums, company procedures, quality policy manuals, competency certificates, audit reports, graphs, employment applications and award certificates.
• Updated cost and selling prices.