Customer Relationship Team Leader at The South African Breweries (SAB)

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