Description:
A well established company based in the North of Johannesburg requires a Senior Sales Administrator.
The purpose of a sales administrator role is to provide essential support to a sales team, ensuring the smooth functioning of sales processes and enabling sales representatives to focus on building relationships and closing deals. In essence, the role bridges operational efficiency and sales productivity. Key purposes include:
1. Supporting Sales Processes
• Managing and maintaining accurate sales documentation and related system information, such as contracts, quotations, proposals, and order forms.
• Ensuring CRM and sales databases are updated with the required customer information and transaction records to support order processing and quoting.
2. Enhancing Efficiency
• Handling administrative tasks like dispatching, processing orders, preparing cancellation and realignment letters, assisting with MY LIST management and queries thus freeing up the sales team’s time for client interactions.
• Coordinating with internal teams (e.g., finance, projects, orchestration) to ensure smooth order processing and delivery.
3. Facilitating Communication
• Acting as a liaison between the sales team and other departments to address customer needs and resolve issues.
• Communicating with clients to confirm orders, provide updates, and address queries.
4. Customer Experience
• Ensuring a seamless and professional customer experience by addressing administrative or logistical issues promptly.
• Supporting the sales team in meeting client expectations and delivering on promises.
Requirements:
A Sales Administrator in the telecom industry requires a mix of technical, interpersonal, and organizational skills to effectively support sales: Here are the key skills:
1. Industry-Specific Knowledge
• Understanding of ICT Products and Services: Familiarity with ICT products like Cloud, Microsoft licencing, managed services, security, connectivity etc
• Knowledge of Billing and CRM Systems: Experience with CRM and billing systems
2. Administrative and Organizational Skills
• Data Management: Proficiency in capturing accurate records and databases.
• Time Management: Effectively managing deadlines for quotes, orders, and related administrative tasks
3. Communication Skills
• Internal Collaboration: Strong written and verbal communication for coordinating with sales teams, operations, and finance.
• Customer Interaction: Professional and friendly communication for handling queries, confirmations, or complaints.
• Problem-Solving: Resolving conflicts or misunderstandings with diplomacy.
4. Technical Proficiency
• CRM and Sales Tools: Expertise in using Customer Relationship Management systems and feasibility platforms.
• General IT Skills: Proficiency with MS Office
5. Attention to Detail
• Accuracy in Documentation: Ensuring precision in quotes, contractual documents, and customer data to avoid costly errors and time.
6. Flexibility and Adaptability
• Fast-Paced Environment: Ability to handle last-minute changes or requests and urgent customer needs.
• Learning Agility: Willingness to adapt to new tools, processes, or technologies.
7. Teamwork and Initiative
• Supportive Attitude: Proactively assisting sales reps and other departments to achieve common goals.
• Problem Ownership: Taking responsibility for resolving administrative roadblocks without always needing direction.
The Key Performance Areas (KPAs) for a Sales Administrator in the telecom industry reflect their role in supporting sales, enhancing efficiency, and ensuring customer satisfaction. Below are the primary areas of focus:
1. Sales Support and Coordination
• Processing Sales Orders: Accuracy and timeliness in managing quotes delivery, contractual documents like cancellations and realignments, and order entries.
• Sales Team Enablement: Providing administrative support, such as preparing basic proposals or managing queries.
2. Customer Relationship Management (CRM)
• Data Accuracy: Capturing and maintaining up-to-date and error-free customer/order information in the CRM.
• Customer Queries: Timely and effective handling of customer inquiries and escalations.
3. Process Optimization
• Workflow Efficiency: Streamlining administrative tasks and identifying areas for automation or improvement.
• Collaboration: Coordinating between sales, projects, operations, and finance teams to ensure smooth workflows.
• Order Fulfilment: Ensuring timely processing and delivery of orders to customers.
4. Communication and Collaboration
• Internal Communication: Acting as a liaison between the sales team and other departments, such as logistics or finance.
• Customer Communication: Maintaining a professional tone when addressing queries, confirmations, or complaints.
• Documentation: Producing clear, accurate, and well-organized sales documentation.
5. Customer Satisfaction
• Service Levels: Ensuring administrative support meets agreed-upon timelines and quality standards.
• Issue Resolution: Promptly addressing errors, delays, or miscommunications that may impact customers.
• Feedback Implementation: Supporting improvements based on customer and sales team feedback.
6. Key Metrics for Evaluation
• Order Turnaround Time: Speed in processing and finalizing customer orders and sales team quotes
• Accuracy Rate: Percentage of error-free documentation and data entries.
• Team Feedback: Satisfaction levels of the sales team with the support provided.
• Customer Experience Metrics: Resolution time for inquiries on assigned tickets