Telesales Representative at Nairobi Central Hardware

JOB SUMMARY: 

• We are seeking a motivated & enthusiastic Telesales Representative to join our dynamic sales team. The successful candidate will play a crucial role in driving sales by engaging with potential & existing customers over the phone. You will 
• be responsible for effectively communicating our product offerings, addressing customer inquiries, & managing relationships to close sales & ensure customer satisfaction. The ideal candidate will possess strong communication skills, a passion for sales, & the ability to resolve customer concerns professionally. 

KEY RESPONSIBILITIES: 

Sales Generation & Business Development 

• Contact existing and prospective customers daily to generate sales opportunities. 
• Convert customer inquiries into confirmed sales orders. 
• Identify new sales opportunities within existing customer accounts. 
• Reactivate dormant customers through regular follow-up. 
• Build and maintain long-term customer relationships. 
• Achieve assigned monthly sales targets. 
• Increase customer purchase frequency and average order value. 
• Conduct follow-up calls after quotations to maximize conversion.

Customer Relationship Management 

• Serve as the primary contact for assigned customer accounts. 
• Develop strong relationships built on trust and professionalism.
• Understand customer requirements and recommend suitable products.
• Maintain regular communication with customers regarding promotions, stock availability, and new product introductions. 
• Ensure customers receive timely responses to all inquiries. 

Quotations & Order Processing 

• Prepare accurate quotations promptly. 
• Follow up all outstanding quotations. 
• Convert approved quotations into sales orders. 
• Process customer orders accurately in the ERP system. 
• Verify product codes, quantities, pricing, discounts, and customer information before processing. 
• Ensure orders are completed accurately and within company procedures. 

Product Knowledge & Technical Selling 

• Maintain thorough knowledge of the companys product portfolio. 
• Understand product specifications, applications, and advantages. 
• Recommend suitable alternatives when requested products are unavailable. 
• Cross-sell complementary products. 
• Upsell premium products where appropriate. 
• Educate customers on product usage and suitable applications. 

Order Fulfilment Coordination 

• Coordinate with Warehouse to ensure timely order preparation. 
• Liaise with Dispatch regarding deliveries. 
• Follow up customer deliveries until completion. 
• Communicate delivery updates to customers. 
• Resolve delays affecting customer orders.

Customer Service & Complaint Resolution 

• Respond promptly to customer inquiries. 
• Resolve customer complaints professionally. 
• Coordinate product exchanges, returns, shortages, and damaged goods. 
• Escalate unresolved issues to the Head of Sales where necessary.
• Ensure every customer interaction reflects positively on the company. 

Collections Support 

• Follow up customers with overdue invoices. 
• Coordinate with the Finance Department regarding payment status. 
• Encourage timely customer payments. 
• Assist in resolving payment-related queries. 

Data Management & Reporting 

• Maintain accurate customer records within the ERP system. 
• Record all customer interactions, quotations, sales, and follow-up activities. 
• Keep customer contact information updated. 
• Prepare daily, weekly, and monthly sales reports as required. 
• Maintain confidentiality of customer and company information. 

Market Intelligence 

• Monitor competitor activities, pricing, and product offerings. 
• Gather customer feedback and communicate market trends. 
• Identify emerging customer needs and business opportunities. 
• Recommend product improvements based on customer feedback.

Team Collaboration 

• Work closely with the Warehouse, Dispatch, Finance, Procurement, Marketing, and Customer Service teams. 
• Participate in departmental meetings and sales reviews. 
• Share market intelligence with management. 
• Support company initiatives aimed at improving customer satisfaction and sales performance. 

QUALIFICATIONS & SKILLS: 

• Minimum of a Bachelor Degree in Sales & Marketing, Customer Service, or related field. 
• Proven experience as a Telesales Representative or similar role in sales. 
• Demonstrated success in meeting or exceeding sales targets over the phone. 
• Strong proficiency with Tally ERP or similar ERP & CRM softwares. 
• Quick to learn new product information & effectively communicate features & benefits. 
• Exceptional verbal communication/written & interpersonal skills. 
• Ability to stay calm, composed, & professional, even when handling rejection or difficult customers. 
• Strong problem-solving skills with a focus on customer satisfaction.