Permanent - Team Leader - Commercial Department - Johannesburg (Incl. Northern Suburbs) - South Africa

POSITION SUMMARY:

The Commercial Department Team Leader will be responsible for overseeing the day-to-day operations of the customer service team and developing policies and procedures . This individual will manage workflow, provide guidance and support to customer service representatives, and ensure that customer inquiries and orders are handled promptly and professionally. Ability of seeing the overview with a strong customer mindset

Duties & Responsibilities:

Team Leadership & Management:

• Manage daily team activities and workflows.
• Motivate, coach, and develop team members to maximize their potential.
• Delegate tasks effectively based on individual strengths and roles.
• Conduct performance reviews and provide feedback.
• Create a positive, collaborative, and productive work environment.
• Develop and execute plan to ensure continuity of customer service process delivery in the event of unplanned absence of team members (including self)
• The ability to think ‘outside of the box’ when presented with problems and be a solution-oriented person
• Must be self-motivated and able to manage own time effectively

Customer Relationship Management:

• Ensure professional and timely responses.
• Maintain strong relationships with existing customers to ensure retention and satisfaction.
• Handle customer complaints or issues with efficiency and ensure resolutions that enhance customer satisfaction

Order Processing & Sales Support:

• Receive, process, and follow up on customer orders from quotation through to delivery.
• Ensure accurate order entry into the ERP SAP system and track orders until completion.
• Coordinate with other departments to ensure commercial goals are supported across the organization.
• Provide administrative support to ensure efficient office operations

 Internal Sales Activities:

• Identify upselling and cross-selling opportunities during customer interactions.
• Assist the sales team in achieving monthly sales targets.
• Follow up on lapsed accounts, and outstanding quotations.

Communication & Coordination:

• Liaise with internal departments (logistics and finance) to ensure timely delivery and accurate invoicing.
• Work closely with finance to support invoicing, credit notes, and reconciliations.
• Align with finance on payment terms and credit limits

Administration & Reporting:

• Maintain accurate and up-to-date customer master data records in SAP .
• Prepare regular sales and service reports for management review.
• Monitor account activity and ensure adherence to payment terms.
• Will be required to do reports for management and other administrative duties

 Continuous Improvement:

• Suggest process enhancements to improve customer satisfaction and sales efficiency.
• Continuously seek opportunities to improve internal sales processes and provide feedback to the team.

REQUIREMENTS:

Valid driver’s license

Own transport

Matric (Grade 12), a formal qualification will be advantageous. 

5+ years of hands-on experience in a customer-facing environment preferably at a senior level

Ability to work in a team environment..

KNOWLEDGE:

Preferably knowledge of the Hardware Industry or selling in the retail industry;

Knowledge of retail computer systems, MS Word and Excel a plus.

SKILLS:

Highly motivated, Excellent communication, negotiation and sales skills, high attention to detail and ability to multitask.

Strong organisational and time management skills

Excellent verbal and written English and Afrikaans communication skills.

SAP experience highly desirable