IO Furniture Sales/Customer Service Manager Jobs in Nigeria
IO Furniture Sales/Customer Service Manager Jobs in Nigeria
Job SummaryStrategic business development through effective customer service management
Inventory management and retail coordination
Revenue generation- Rigorously drive sales target
Core Working Relationships
Clients and Walk in customers
Technical Team
Logistics and Procurement Team
Account Team
Marketing
Task Complexities
Building and executing sales strategies to meet set target
Analysis, interpretation and forecasting of general business periodicals, sales figures
Preparation of reports, building business correspondence, and procedure manuals as it applies
Overall supervision of all daily operations to ensure adequate staffing for effectiveness and efficiency at all times.
Identifying capacity development needs of customer service team and working with Human Resources to provide trainings
Close monitoring of daily workflow of the customer service team and adjust tasks as necessary to achieve desired objectives
Ensuring effective execution of systematic inventory management process
Forecast sales figures and inventory requirements
Carry out periodic inventory analysis for using the analysis coupled with sales figures to determine the optimal stock levels.
Communicate inventory management and quality assurance issues through appropriate channels immediately
Drive excellent customer service delivery to ensure that all customer complaints or related issues are addressed promptly
Ensure minimum escalations from customer interaction on projects and walk in customers
Conduct periodic customer satisfaction survey to establish improvement lines
Coordinate the daily preparation of activity reports on the following; Sales closure, number of unconfirmed orders converted to sales, growth of customers’ database, walk-in clients: Prioritized and segmented by order value, number of online enquiries received and attended to, customer complaints received and resolved daily
Visit clients’ sites as may be required (before commencement of project, during installation and after installation for resolution and sign off)
Primary point of contact for clients from design and project execution to attending to client meetings and making presentation as may be required.
Monitor and remain current on industry trends, market activities, and competitors
Push sales of furniture products by establishing contact and developing relationships with prospects
Maintain relationships with clients by providing support, information, and guidance.
Make presentations to clients on the company’s product and services to facilitate the closure of sales
Drive the organization’s Net Promoter Score (NPS) and ensure existing clients recommend to others
Implement a culture of First Call resolution across the department
Identify new markets by creating new opportunities using demographics and psychographics. Leverage other sectors in creating promos etc.
Ensure timely Delivery and confirmation processes with transparency and simplicity
Support great customer experience and tools for engagement/culture audit – support must be available to customers across multiple channels in a timely manner
Obtain and articulate clients’ brief and assist them in identifying the solution they require.
Ensure that clients’ are provided with weekly updates on their project or order
Ensure that clients’ complaints are resolved on time
Ensure that email and telephone enquiries are
responded to promptly within 24 hours
Ensure that quotations, tenders and job orders are accurately compiled before sending to the clients.
Daily showroom walkthrough to ensure all is in place
Coordinate the update of departmental documentations regularly as assigned
Key Job Attributes
Generic
The ability to Multitask
The ability to work with a team
Ability to work independently
Ability to be proactive and deliver results
Integrity/Discipline
Excellent interpersonal skills
Attention to details
Possess analytic and problem solving skills
Proficiency in the Microsoft package
Skills
Effective Communication
Persuasion skills
Social Perceptiveness
Critical Thinking
Negotiation Skills
Service Orientation
Active Learning
Coordination skills
Good Judgment and Decision Making
Performance Monitoring
Technical
Excellent communication skills and evidence of building strong relationships
Solid knowledge of digital technologies including those involving content management, web analytics, search engine marketing, email marketing, website usability
Able to develop strong value propositions consistent with Customer needs
Knowledge of the company’s product and services
Ability to connect strategic thinking and planning with hands – on tactical execution
Project Management Skills
Excellent Presentation skills
Must be Social Media savvy
Networking skills
Job Knowledge
Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modelling, leadership technique, production methods, and coordination of people and resources.
Education
A Degree in Marketing communications, Social sciences or Business Administration.
An MBA will be an added advantage
Experience
Minimum of 5 years’ experience in a Customer service and sales oriented role.
4 years’ experience in a supervisory role.
How to Apply
Interested and qualified candidates should forward their CV to: human.resources@iofurnitureltd.com using the position as subject of email.
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