Sales Support Representative

Job Description

Key Roles & Responsibilities
Request for Quote (Sales)
1.    Process & acknowledge Request for Quotations (RFQ) from new customer, and existing (House Account) customers via. Fresh desk, phone message, email, phone call etc. so that all RFQ’s are converted to quotations with pricing terms & conditions.
2.    Coordinate with Pricing & Product unit to establish the right pricing of products for quotations and ensure that approvals are in place so that accurate and competitive quotations are delivered to clients in a timely manner. Communicate service or rate changes, notable trends, policies, and other relevant information to assigned accounts.
3.    Create new quotes for RFQ’s and convey them to both customers and sales staff so that customers receive accurate and competitive quotations that are delivered to clients in a timely manner, and that Sales staff always remain informed about the process status.
4.    Coordinate with Pricing to provide relevant pricing input via review of market data so that Quotations can be generated as competitively and timely as possible.
5.    Manage team follow-up and accuracy of pricing, service, and general information inquiries by customers to ensure response times are acceptable and customers are well served to optimize sales.
Negotiation (Sales)
6.    Establish any revised quotations during the negotiation phase between customer and sales team to ensure that any revised prices or terms & conditions are captured, approved, and updated in the Quotation.
Closing (Sales)
7.    Process all documentation required as part of the onboarding the customer and ensure that this is completed in line with the Standard Operating Procedure (SOP), where any deviation or customization of the SOP should be identified and approved.
8.    Create the final quotation in OTM required as part of the onboarding of the customer so that the customer is onboarded, and the sale is converted in the OTM system to an executable stage that can be handed to Customer Service, Operations, Finance, etc. terms and conditions agreed with customers in their contracts.
9.    Facilitate resolution of escalated issue by the application of in-depth product knowledge, shipment process and established internal networks through delegation to the corresponding internal department to resolve issues effectively and timely.
10.    Educate customers about the shipment process to make it clear so that it enables a smooth customer onboarding experience in Milaha.
11.    Update the correct and timely data into OTM & Customer Relations Management System (CRM) to obtain correct invoicing (OTM) and data hygiene (CRM).
12.    Communicate effective handovers to Customer Service, Operations, Finance, etc. terms and conditions agreed with customers in their contracts; to ensure sales are operationalized and service is delivered as promised.
13.    Communicate service or rate changes, notable trends, policies, and other relevant information to assigned accounts so that both the business and customer are always aligned on terms and conditions.
Continual Improvement
14.    Monitor the reports constantly and take corrective actions to minimize the number of disputes and outstanding’s.
15.    Delegate corrective actions to the team and track results so that improvements are achieved in terms of support to sales staff.
16.    Review data related to accounts & contacts for data hygiene (CRM).
17.    Review negative margin/net revenue order to identify root cause and prepare preventive solution when necessary.
Reporting
18.    Manage sales tracking tools, monitor performance indicators, report on important information and liaise with the sales reps/managers to develop strategies and drive actions.
Governance & Policy
19.    Implement and adhere to all internal policy & procedures as well as all government regulations to ensure compliance.
Other
20.    Perform other duties as directed, and where trained to do so, to support optimal sales and achieve targets.

Education & Professional Qualification
•    Diploma
Professional Experience:
•    2-3 Years
Geographic Experience:
•    Experience with logistics processes, systems & solutions
Computer Skills:
•    Solid PC operational knowledge along with Microsoft Office 365 application experience
•    Hands-on experience with Customer Relationship Management (CRM) software is a plus
Language Skills:
•    Fluent in English, both written and spoken.
•    Other languages advantageous.
Market/Industry/Functional Knowledge:
•    Goal oriented, self-disciplined and self-motivated with a result driven approach
•    Good problem solving and negotiation skills
•    organizational and time management skills including multitasking, prioritizing, and the ability to plan work activities efficiently to meet deadlines
•    Analytical mindset
•    Able to work well and fast with different applications
•    Team player with a positive mindset
•    Someone highly adaptable to changing (work) environments
•    An independent competitive drive to get things done, proactive and result oriented
•    Self- motivated and performance driven.