Customer Relationship Representative (Sales) – Cleaning (Nairobi) at Ital Global

• Our client who is in the business of offering eco-friendly upholstery cleaning solutions seeks to hire a highly organized, creative, aggressive and competent individual as a Customer Relationship Representative (Sales). The overall purpose of this role is to support business growth and development by assisting in prospecting, negotiating and closing new revenue streams for customers and promoting good business relations with existing customers.

Qualifications and Requirements:

• Bachelor’s degree in business or a related field preferred.
• 2 to 3 years’ experience in the same field.
• Knowledge of the industry and market trends related to the company’s products/services is beneficial.
• Proven track record of successful sales experience, preferably in a customer-facing role.
• Proficient in using sales-related software and tools, including CRM systems, sales analytics, and presentation software.
• Possess a valid driver’s license.

Competencies and Skills:

• Excellent verbal and written communication skills.
• Strong active listening skills.
• Persuasive and engaging presentation skills.
• Strong negotiation skills.
• Ability to build and maintain positive relationships.
• Self-driven and results-oriented mindset.
• Ability to work independently and as part of a team.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Organizational and Time Management skills.
• Willingness to stay updated on best practices.
• Good Interpersonal skills.
• Professionalism and Integrity.
• Ability to conduct business with integrity, honesty, and transparency.

Key Responsibilities and Duties:

• Continuously improve processes by implementing two-second daily process improvements.
• Develop and execute a sales plan to meet or exceed sales targets for assigned territory.
• Identify and prospect potential customers within the assigned territory, utilizing various resources such as industry databases, referrals, and cold-calling.
• Schedule face-to-face meetings with potential and existing customers to present products/services and address their needs.
• Build and maintain strong relationships with customers through regular visits, phone calls, and emails.
• Conduct product demonstrations and provide training to customers on the usage and benefits of company products.
• Effectively communicate product updates, pricing changes, and other relevant information to customers in a clear and concise manner.
• Collaborate with internal teams, such as marketing and customer service, to ensure seamless customer experiences.
• Gather market intelligence and stay informed about industry trends, competitors, and customer preferences to identify new opportunities.
• Maintain accurate and up-to-date records of customer interactions, sales activities, and progress in CRM software.
• Prepare and submit timely and accurate sales reports, forecasts, and expense reports.
• Participate in sales meetings, conferences, and trade shows to network and promote company products.
• Continuously improve product knowledge and sales techniques through self-study, training programs, and professional development opportunities.
• Follow company policies, procedures, and code of conduct at all times, ensuring compliance with legal and ethical standards.
• Collaborate with the customer service team to address and resolve any customer issues or concerns.
• Collect customer feedback and communicate it internally to improve products, services, and overall customer satisfaction.
• Meet and exceed customer expectations by providing exceptional customer service and promptly addressing any inquiries or needs.
• Conduct regular market research and analysis to identify potential market segments and develop strategies to penetrate new markets.
• Work closely with the sales management team to develop strategies, set goals, and align sales efforts with company objectives.
• Be willing to take on additional duties as assigned by management.

Key Performance Indicators (KPIs):

• Daily Process Improvements Index: Measure the frequency and impact of daily process improvements implemented, aiming for a target of two or more improvements per day.
• Sales Revenue: Total revenue by sales representative from customer visits and external calls.
• Customer Acquisition Rate: Number of new customers acquired through sales representative’s efforts. (Calls and Visits).
• Customer Retention Rate: Percentage of existing customers that continue to do business with the company after a visit from the sales representative.
• Sales Conversion Rate: Percentage of potential customers visited by the sales representative who ultimately make a purchase. (Daily calls or Monthly Visits).
• Average Deal Size: Average value of sales generated per customer visit.
• Customer Satisfaction Rating: Collect feedback from customers about their experience, aiming for a high satisfaction rating, such as 90% or above.