PURPOSE
The purpose of the Telesales and Counter Support role is to ensure high levels of customer satisfaction through excellent sales and customer service. This includes assisting customers in finding and purchasing products they desire when calling in to Tauranga ITM, informing customers about product information, and recommending products that match their needs. The role also involves assisting in ordering products both for stock and customer orders, following up on quotes provided to customers, backing up/assisting with counter sales, and actively participating in creating a profitable and enjoyable working environment while being a positive, willing, contributing, and adaptable team member.
KEY RESPONSIBILITIES
Sales Management
· Proactively answering both phone and email enquiries, leveraging and developing this function to make it more efficient for customers.
· Prepare pricing proposals/quotes for customers, taking care, attention, and time to include all information, costings, and details.
· Assist at the counter when required.
· Ensure all customers are happy, satisfied, and positive about the products, advice, information, and service provided and are happy to refer other businesses to the company.
· Keep the sales team informed of market dynamics, issues, and concerns, and seek assistance early when necessary.
· Maintain a high level of customer service and satisfaction
· Receive and place orders in an efficient manner to meet customers' needs/demands.
· Proactively place orders to replenish stock where applicable, avoiding insufficiencies or excessive surplus.
· Provide updates on potential leads from tele and counter sales activity; contribute as required to regular sales meetings.
Systems and Plant
· Ensure relevant company systems and processes are being utilised effectively.
· Identify weaknesses within established systems and propose solutions.
· Assess efficiencies, processes, and systems within the business and recommend improvement strategies as required.
Communication / Customer Service & Relations
· Respond quickly to resolve issues or questions a client may have and seek assistance if needed.
· Provide a constant quality focus and be responsive to queries from customers on issues, product quality, information, and specifications.
· Provide customers with exceptional service, always being polite, courteous, and respectful.
· Ensure customers are kept up to date at all appropriate stages of their orders and are provided with quotes or cost estimates in accordance with company procedures.
· Have a sound understanding of building and landscaping processes and product use/suitability.
· Ensure customer complaints and potential issues are dealt with in a timely and professional manner, ensuring a win-win outcome is achieved.
· Ensure ongoing fostering of relationships and business growth.
Health & Safety - Drug and Alcohol:
· Demonstrate an understanding and an awareness of all policies and procedures relating to Health & Safety and Drugs & Alcohol.
· Ensure familiarisation with security, emergency and evacuation procedures.
· Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your manager.
· Ensures all activities meet the minimum requirements of the Health and Safety at Work Act and are in accordance with the Company Health and Safety Policies.
· Ensures that he/she is aware and committed to his/her safety, clients and the safety of the general public.
Professional Development:
· Willing to undertake any training that is required to meet the requirements and scope of the position
· Opportunities provided will be 'taken up' to enable expansion of knowledge and skills, and to keep up-to-date to perform the role effectively
· Effective working relationships will be developed and maintained with the aim that a collaborative, combined approach will achieve the best outcome for the business
General:
· Compliance with all Company Policies and Procedures, including Health & Safety procedures
and Drug & Alcohol policies.
· Any other reasonable duties as and when required by the employer.
· The job description, while specific, is not exhaustive and may develop with the
skills and experience the incumbent brings to the role.
· In the course of the employee's employment with the Company, he/she shall
carry out all tasks in the best interests of the employer.
Job Details
Tele-sale and Counter Support
Contract Type:
Full Time
Location:
NZ - Tauranga - North Island
Industry:
Retail
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