Inbound Operations Specialist

Automatic Data Processing, Inc.; Johannesburg; Híbrido; ZAR 600.000 - 900.000; Tempo integral

Resumo da vaga

Klipboard is seeking an Inbound Operations Specialist to own the day-to-day inbound experience for prospective and existing customers across channels. You will route enquiries, monitor SLAs, and drive improvements in speed to lead and data quality, collaborating with Sales, Marketing and regional teams to deliver a faster, more consistent inbound process.

This role supports a global Growth Operations team within Marketing and requires strong CRM, analytics and communication skills.

Qualificações

• 4+ years’ experience in Growth Operations, Sales Operations, Revenue Operations, lead management, customer operations, inside sales, sales support, or a similar commercial environment.
• Experience managing or monitoring inbound leads and customer enquiries across multiple channels.
• Hands-on experience using a CRM such as HubSpot, Salesforce, or Microsoft Dynamics.
• Good understanding of lead capture, routing, ownership, qualification, lifecycle stages, and sales follow-up processes.
• Experience working with service level agreements, queues, tasks, shared inboxes, or operational escalation processes.

Responsabilidades

• Own inbound channel management across website forms, inbound calls, shared email inboxes, and chatbot conversations.
• Ensure every inbound enquiry is captured, logged and visible in HubSpot, with no enquiries managed outside the CRM.
• Monitor shared inboxes and call queues daily, ensuring enquiries are triaged, responded to and handed off promptly.
• Ensure missed calls and voicemails are captured, returned and tracked through to resolution.
• Distinguish between new business, existing customer, support and general enquiries, and ensure each reaches the right team.

Conhecimentos

Growth Operations

CRM skills

Analytical skills

Communication skills

Cross-functional collaboration

Lead management

Attention to detail

Independent working

Ferramentas

HubSpot

Salesforce

Microsoft Dynamics

Descrição da vaga

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Inbound Operations Specialist

Global marketing Permanent Full Time Professional Johannesburg, Johannesburg, SA, ZA

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

We are looking for a highly organised, customer-focused, and process-driven Inbound Operations Manager to join our global Growth Operations team within the Marketing organisation.

This role is responsible for owning the day-to-day inbound experience for prospective and existing customers across channels including website forms, inbound calls, shared email inboxes, and chatbot conversations. You will ensure that every genuine enquiry is captured, routed to the right team, responded to within agreed service levels, and progressed to a clear outcome.

You will proactively monitor inbound activity, identify and chase outstanding follow-up, elevate recurring issues, and work with Sales, Marketing, Customer Success, and regional teams to prevent enquiries from falling through the cracks.

Using data and operational insight, you will help improve speed to lead, customer engagement, routing, ownership, and hand-offs. You will also identify opportunities for automation and process improvement, helping Klipboard deliver a faster, more consistent, and more effective inbound experience globally.

Key Responsibilities:

Inbound Channel Ownership

• Own the day-to-day management of all inbound channels, including website and form enquiries, inbound phone enquiries and missed calls, sales and general enquiry inboxes, and chatbot conversations.
• Ensure every inbound enquiry is captured, logged and visible in HubSpot, with no enquiries managed outside the CRM.
• Monitor shared inboxes and call queues daily, ensuring enquiries are triaged, responded to and handed off promptly.
• Ensure missed calls and voicemails are captured, returned and tracked through to resolution.
• Distinguish between new business, existing customer, support and general enquiries, and ensure each reaches the right team.

Lead Routing, Assignment & Speed to Lead

• Own lead routing and assignment, ensuring inbound leads reach the right owner by region, product, segment and availability.
• Define, monitor and enforce speed-to-lead and follow-up SLAs across sales teams.
• Track SLA performance daily and elevate breaches to sales managers and leadership.
• Work with Growth Operations to improve routing logic, round-robin rules, notifications and automated responses in HubSpot.
• Drive measurable reductions in time to first response and time to first meaningful conversation.

Lead Follow-up, Progression & Data Quality

• Chase unworked and stalled inbound leads, ensuring every lead is actioned, progressed or closed with the correct outcome.
• Ensure lifecycle stages, lead statuses and disqualification reasons are applied correctly and consistently.
• Run regular reviews of open inbound leads with sales teams to clear backlogs and agree next steps.
• Ensure unconverted leads are recycled into appropriate nurture programmes in partnership with marketing.
• Maintain high standards of data quality on inbound records, including contact, company, source and channel information.
• Own the inbound experience for existing customers, ensuring customer enquiries are routed quickly to account management, customer success or support.
• Map the end-to-end inbound journey across all channels and identify friction points for prospects and customers.
• Improve chatbot flows, forms, auto-responses and call handling to create a consistent, professional first impression of Klipboard.
• Gather feedback from sales, customer-facing teams and customers to inform ongoing improvements.

Process Improvement & Gap Analysis

• Identify where inbound enquiries are falling through gaps across channels, teams, regions or systems, and lead the fix.
• Document inbound processes, SLAs, routing rules and playbooks, and keep them current.
• Recommend and implement process, automation and tooling improvements, including AI-enabled triage and qualification where appropriate.
• Partner with Growth Operations on the HubSpot workflows, integrations (such as telephony and chat) and configuration needed to support the inbound process.
• Train and enable sales and frontline teams on inbound processes, standards and expectations.

Reporting & Performance Insight

• Build and maintain dashboards and reports on inbound volumes, sources, response times, SLA compliance, conversion and outcomes.
• Report regularly on inbound performance and bottlenecks to sales, marketing and commercial leadership.
• Analyse inbound demand and conversion trends by channel, region and team, and turn insight into clear actions.
• Set and track KPIs for the inbound function, including speed to lead, contact rate, and inbound-to-meeting and inbound-to-opportunity conversion.

Skills, Knowledge and Experience:

4+ years’ experience in Growth Operations, Sales Operations, Revenue Operations, lead management, customer operations, inside sales, sales support, or a similar commercial environment.

Experience managing or monitoring inbound leads and customer enquiries across multiple channels.

Hands-on experience using a CRM such as HubSpot, Salesforce, or Microsoft Dynamics.

Good understanding of lead capture, routing, ownership, qualification, lifecycle stages, and sales follow-up processes.

Experience working with service level agreements, queues, tasks, shared inboxes, or operational escalation processes.

Strong organisational skills and the ability to manage a high volume of enquiries, actions, and stakeholders.

Confidence to proactively chase outstanding activity and hold colleagues accountable for agreed follow-up.

Strong analytical skills, with the ability to use CRM data and reporting to identify issues and measure improvement.

Excellent written and verbal communication skills, with a professional and customer-focused approach.

Strong attention to detail, practical problem‑solving skills, and a continuous improvement mindset.

Ability to work independently while collaborating effectively across global and regional teams.

Hands‑on experience with HubSpot Sales Hub, Marketing Hub, workflows, lead routing, reporting, and automation.

Experience managing inbound telephone processes, call queues, shared mailboxes, live chat, or chatbot hand-offs.

Knowledge of speed‑to‑lead measurement, lead conversion, customer engagement, and funnel performance.

Experience improving cross‑functional processes involving Sales, Marketing, Customer Support, and Customer Success.

Experience working in a global, multi‑brand, multi‑region, or matrix organisation.

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.