CUSTOMER RELATIONSHIP TEAM LEADER

Cookie Notice Your Privacy Always Active The Key purpose of the role is to be responsible for effectively managing teams in order to enhance sales and customer service levels through best practices, thereby ensuring the achievement of sales volume and the team's key performance metrics. Key Roles and Responsibilities: Order/Sales Responsibilities Drive "Today's Volume Today" concept -ensure that cross-sell & up-sell opportunities (Task Execution) are capitalized upon as and when they arise and when it is appropriate to do so Outbound and Inbound service level management including real-time management Compile outbound call lists for volume opportunities including credit deals by pack, segment and credit terms as well as new product development launches Pro-active application of SAB trading schemes to drive volume Campaign management for brand incentives and new product launches Manage the quality of BDA interactions with customers and the quality of outputs Accountable for ensuring that the logging of calls by BDA's takes place and all documented call processes are adhered to Query Handling Responsibilities Resolve escalated queries or complaints through standard processes Resolve customer CXC complaints timeously Accountable for keeping customers up to date and owning resolution of escalated issues within the limits of the systems and tools provided General Responsibilities Set and deliver quality management action plans based on business strategy & opportunity, for the Business Development Agents (BDA) Stay up to date on best practice business processes Keep abreast of all product developments and new product releases Internal Business and Management Accountabilities Provide feedback on customer service continuous improvement initiatives Manage the activities required for the achievement of Sales volume, Task execution including effectiveness and Market Share target Implement national/regional promotions/campaigns according to the sales & marketing plan Manage administration and reports as required Accountable for the achievement of targets set at a team level People Management Lead a team of BDAs in accordance with PDP Conduct regular performance feedback sessions with the team & individuals, including the use of KPI's & recorded calls to provide constructive skills development sessions Accountable for the adherence of subordinates to business processes (including systems and manual processes) Responsible for mentoring and coaching the BDAs Minimum Requirements: 3 Year Business Degree / Diploma 2 to 3 years' experience as a team Leader / Manager in Sales/Marketing in a FMCG environment is advantageous Computer literacy essential (MS Office) SAP and/or Bees experience advantageous General understanding of reporting procedures IR experience (advantageous) Knowledge of SAB products, policies and procedures would be an added Additional information: Band: VIII SAB is an equal opportunity employer and all appointments will be made in line with SAB employment equity plan and talent requirements The advert has minimum requirements listed. Management reserves the right to use additional/ relevant information as criteria for short listing.The South African Breweries (SAB) has reimagined what a beer company can be and has anchored this in a powerful brand purpose - We Dream Big to Create a Future With More Cheers - which articulates who we are and where we are going.At SAB it's always about more than the beer.We are driven by our passion to demonstrate the unique power of beer to propel South Africa forward. Since our inception over a century ago, SAB has grown to become South Africa's largest brewer, a powerful economic contributor, a leader in sustainability, and a champion of responsible consumption.SAB is one of South Africa's admired companies and corporate brands. The company has 7 breweries and 42 depots in South Africa, a total workforce of approximately 5000, and supports a beer economy 'from seed to sip' of over jobs. Its portfolio of beer brands meets the needs of a wide range of consumers and includes leading brands in beer and beyond such as Castle Lager, Carling Black Label, Corona, Brutal Fruit, and Flying Fish