Client Liaison Officer - Durban at Stratogo

QUALIFICATIONS:

• Gr 12 / Matric / NQF level # 4 secondary education qualification
• Marketing diploma / business administration diploma on NQF level # 5 or equivalent in a sales / service related industry preferable

REQUIREMENTS:  Own Vehicle is essential
EXPERIENCE REQUIRED :

• 2 years experience in a customer / service related industry including tenders, service level agreements, service contracts, designing marketing material, coordination and distribution of marketing material in a managerial role

JOB COMPETENCIES REQUIRED:

• Comprehensive understanding of the laundry / production process 
•  Comprehensive understanding of services / products that the company delivers
• Comprehensive understanding of the supply and demand chain
• Basic understanding of tender and proposal processes
• Basic understanding of legal implications and requirements regarding service level agreements and service contracts
• Comprehensive understanding of marketing strategies, marketing media, targeted marketing and marketing processes
• Basic understanding of documentary requirements during submission of proposals and tenders
• Ability to communicate, both verbally and written, clearly and accurately in English
• Ability to produce clear and concise written correspondence in the form of letters and emails
• Ability to call on client / customers, build sound relationships and resolve customer queries and complaints efficiently and effectively
• Ability to assist with ISO9001 implementation and audits that is conducted by clients on 
• all other aspects relating to the business
• Ability to successfully market all existing and new services to existing, new and potential clients / customers
• Ability to design (where applicable), implement and maintain stock and stock control systems
• Ability to coordinate and oversee any new installations or amendments to existing installations at clients / customers
• Must have own transport to visit clients, make deliveries to clients / customers, pick up deliveries from clients / customers
• Ability to correctly complete credit / vendor applications and do invoice reconciliations when required to resolve client / customer complaints
• Proficient computer literacy on MS Word, MS Excel, MS Outlook, MS Power point, design software and company related software systems 2 of 5
•  Excellent interpersonal, communication and selling skill

KEY PERFOMANCE AREA :
KEY TASKS :
Marketing and Sales

• Service exiting clients / customers and expand the Bidvest Laundry Group market share in the region by obtaining new clients / customers and orders
• Establish a daily weekly and monthly schedule, to call on existing clients / customers (key account every 3 weeks all others every 6 weeks) and to engage with new or potentially new clients / customers
• Expand the Bidvest Laundry Group market share through the aggressive marketing of existing services / products and new services 
• Monitor and keep management informed of on competitors by gathering market place information on pricing, products, marketing techniques, services, etc.
• Build client / customer relationship to ensure retention of current business and the proactive renegotiation 
• of services / products before the renewal date of the existing contract
• Provide professional sales service (pre-sales and after sales service) through ensuring customer satisfaction
• Design, implement and maintain a stock receiving, stock issuing and stock taking system and perform 
• stock taking activities regularly and at the request of the client / customer
• Resolve all customer complaints and queries (within 24 hours) effectively and efficiently by investigating 
• the complaints / queries / problems, developing / implementing solutions, making recommendations to management to prevent the compliant / query / problem from occurring again where possible and by providing feedback to the clients / customer regarding his / her compliant
• When required, do collections from suppliers / the garment make-up store and make deliveries to the client / customer to ensure efficient and effective service.
• Conduct customer satisfaction surveys on a regular basis (at least every 6 months) and provide 
• management with consolidated feedback on each client
• Conduct research and identify prospective new clients / customers and prospective new products / 
• services that could be required in the market place
• Plan and organize personal sales strategy, including existing and potentially new clients to optimize return 
• on time investment activities
• Keep abreast of product / services knowledge, technical knowledge, market conditions, competition 
• activities, advertising trends and possible risks, threats and opportunities in the market place
• Conduct refresher training for the uniform controllers and On site supervisors at the client’s / customers premises on an ongoing basis and audit practices regularly

New installation / Renewal / Additional / Exchange:

• Compile and submit proposals / quotes / credit applications (with renewals / additional / exchanges) to 
• potentially new clients / customers
• Ensure that service contract and schedule (specifications documents / quantities / design, etc.) is drawn up 
• and signed off by the clients / customer
• Conduct fittings at clients’ premises at mutually agreed times and ensure that all fittings for all client 
• employees are recorded correctly and accurately
• Create fitting list (order), submit fitting list to the accounts department and ensure that existing account 
• status is acceptable / ensure that new account has been created after credit checks has been conducted

Administration:

• Complete and submit weekly customer call schedules and customer call reports of the previous week to the Sales manager on every Monday
• Calculate, complete and submit all commission reports to the Sales manager by the 10th day of each month  every month
• Ensure that all documentation relating to purchases, additional, exchanges, renewals, deducts, 
• withdrawals, name changes, residual changes, on loans, replacements, badge information, artwork and 
• other information is correctly completed and submitted to the relevant people timeously.

KEY PERFOMANCE AREA: KEY TASKS
Other

• Liaise with orders clerks, production staff, make-up department, customers and all other stakeholders on a 
• daily, weekly or monthly basis as required / necessary
• Customer entertainment as and when required and approved by the Sales manager
• Perform all other duties and tasks which can be reasonably and lawfully expected to be done by you as 
• and when required