Sales Support Specialist : SMB at iStore

Job Description

• To provide comprehensive sales and order support to the SME Regional Account Managers (RAMs), ensuring accurate processing of orders, quotations and billing while managing customer queries, CRM data and lead administration efficiently.
• This role exists to create capacity for the RAM team by absorbing day-to-day administrative and sales support tasks, allowing RAMs to focus on client relationships and revenue growth.
• It incorporates the order-processing and administrative responsibilities previously carried by the Business Admin Support function, together with dedicated sales support duties requested by the RAM team, and drives overall reliability, accuracy and customer trust across the SME sales operation.

Minimum qualifications and key competencies

• Matric
• Proficient in Microsoft Office Suite — particularly Excel and Outlook
• Proactive and self-motivated 
• Working knowledge of Salesforce CRM and online quoting/invoicing platforms (e.g. Force Manager, Magento) advantageous

Experience required for the role:

• 1–2 years’ experience in an administrative, sales support, or operations coordination role
• Experience processing orders, quotations or invoices with a strong focus on accuracy and attention to detail
• Experience working within a CRM system (Salesforce or similar) for lead management, allocation and reporting
• Experience handling customer queries or complaints and resolving issues within set timeframes
• Experience compiling and submitting regular reports (weekly or monthly) to a line manager or team
• Exposure to reseller, business account, or B2B sales support environments is advantageous

Key Competencies: 

• Customer Focus — Treats every RAM and customer request as a priority; resolves queries, quotations and orders promptly and professionally to protect customer trust and RAM productivity.
• Passion — Takes pride in the accuracy and turnaround of quotes, orders and CRM data; genuinely committed to the success of the SME sales team and the broader iStore business.
• Innovation — Actively looks for ways to streamline quoting, CRM and administrative processes; open to learning new systems and suggesting practical improvements.
• Get Things Done — Reliable and deadline-driven; manages a high volume of competing requests from multiple RAMs without dropping tasks or missing deadlines.
• Teamwork — Works closely with RAMs, finance, warehouse and support teams; provides seamless cover during RAM leave or absence and supports colleagues where needed.
• Embrace Differences — Communicates professionally and respectfully with all internal and external stakeholders regardless of background or seniority.
• Integrity — Handles customer data, quotations, orders and financial records accurately, honestly and in full compliance with internal policy.
• Attention to Detail — Maintains a near-zero error rate across quotations, orders, invoices and CRM records; catches discrepancies before they become customer-facing problems.
• Multitasking & Prioritisation — Manages simultaneous requests from multiple RAMs and customers, prioritising urgent items without losing track of routine administration.
• Communication & Escalation — Communicates clearly and professionally in writing and verbally; escalates issues to the relevant RAM or line manager proactively and within required timeframes.

Reporting & Analytics 

• Submit weekly reports on time with all key updates included — order volumes, accuracy, backlogs and SLA compliance.
• Gather and provide accurate information as needed for the AM (Account Manager) report.
• Support finance and rental tracking reporting as required by the line manager.