Sales And Customer Service Manager at Africa Management Solutions Limited (AMSOL)

Job Description

Key Responsibilities:

Sales Management:

• Develop and implement sales strategies and plans to achieve revenue targets and market expansion in Kenya.
• Lead the sales team in identifying potential clients, negotiating contracts, and closing sales deals.
• Analyze market trends, competitor activities, and customer preferences to stay ahead in the shipping industry.
• Set sales targets, monitor performance, and provide coaching and training to sales staff.
• Prepare and present regular sales reports and forecasts to senior management.
• Collaborate with marketing to develop and execute effective marketing campaigns and promotional activities.

 Customer Service Management:

• Oversee the customer service team to ensure prompt and efficient handling of inquiries, complaints, and service requests.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor customer feedback, analyze data, and implement improvements in service quality.
• Establish and maintain strong customer relationships by addressing their needs and concerns.
• Handle escalated customer issues and provide resolutions in a timely manner.
• Develop and maintain a customer database to track customer interactions and preferences.

Team Leadership:

• Recruit, train, and motivate sales and customer service teams to achieve their goals.
• Set performance objectives, conduct performance evaluations, and provide regular feedback.
• Foster a positive and collaborative work environment that encourages teamwork and innovation.
• Ensure staff compliance with company policies, industry regulations, and best practices.

Financial Management:

• Manage the sales and customer service budgets, ensuring cost-effective operations.
• Monitor expenses and revenue streams, identifying areas for cost reduction and revenue enhancement.
• Reporting and Analysis: 19. Prepare regular reports on sales performance, customer feedback, and market trends for senior management.
• Utilize data and analysis to make informed decisions and adjustments to strategies.
• Collaborate with other departments to improve cross-functional processes that impact sales and customer service.

Qualifications:

• Bachelor's degree in Business Administration, Sales, Marketing, or a related field (Master's degree preferred).
• Proven experience in sales and customer service management, preferably in the shipping or logistics industry.
• Strong knowledge of the shipping industry in Kenya, including relevant regulations and market dynamics.
• Excellent leadership and team management skills.
• Exceptional interpersonal and communication skills.
• Proficiency in using CRM (Customer Relationship Management) software and sales analytics tools.
• Strategic thinking and problem-solving abilities.
• Results-driven with a track record of meeting or exceeding sales targets.
• Ability to work in a fast-paced and competitive environment.
• High level of professionalism and ethics.