Founded in 1820 with a rich history spanning more than 195 years, Premier is entering a new and exciting period in our journey. In July 2014 we moved into our new corporate offices in Waterfall City just north of Johannesburg.
The past two years have seen a series of changes whereby Premier expanded from the traditional milling and baking business into suga...
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To lead and supervise a team of call centre agents to ensure the accurate and in full administration and processing of customer ordering, which inform on time and in full deliveries which results in good customer relationships for internal and external customers.
To recruit, coach, develop and manage the performance of the call centre agents to provide adequate sales services for the customers in line with agreed processes
Pricing checks and trend analysis
Ordering and variance follow up on exceptions and outstanding orders
Tele-sales and promotional calls
Returns minimization
Monitoring and completing NCRs on Third party service levels agreements
To collate and rapport on key sales trends to the sales team to defend and maintain market share as well as inform promotional tactics for example variance report by channel and customer, supporting new product launches.
To improve and maintain customer relationships through timeously communications e.g., send out SMS/ telephonic notification affected customers of late deliveries
To develop bake plan based on orders received and trend analysis of channel and YOY comparisons and inform the production HOD of the requirements.
To manage “on hold customer” orders and “price exceptions” by escalation to the relevant national pricing and Master Data management.
To facilitate the weekly call centre Invocom in order to assure alignment to bakery team strategy and review actuals against plan.
Qualification Requirements
Grade 12
FMCG industry 3-5 years Essential
Sound knowledge of call centre/ telesales processes 3-5 years Essential
Experience Requirements
FMCG industry 3-5 years Essential
Sound knowledge of call centre/ telesales processes 3-5 years Essential
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