Internal Sales Support Specialist

First Distribution; Midrand; On-site; ZAR 180,000 - 280,000; Full time

Job summary

First Distribution is seeking an Internal Sales Support representative in Midrand to service existing clients and respond to new inquiries. You will support the external sales team by marketing the brand positively and professionally.

The role focuses on quotes, orders, and CRM-driven processes to ensure customer satisfaction and retention. Key responsibilities include handling inbound inquiries, processing orders, managing quotes in CRM, and coordinating with vendors and resellers.

Qualifications

• Matric required and 2-3 years of internal sales support experience in ICT distribution.
• Fluent in English and excellent communication skills.
• Own reliable transport and a valid driver’s license.

Responsibilities

• Receive inbound customer sales inquiries and provide quotations, product/service information, support, and pricing details.
• Process sales orders and arrange dispatch and administration of products/services sold.
• Respond to customer complaints related to the sale of products/services.
• Respond to Account Manager/Reseller within 2 hours of receiving a request for a quotation with the quote or relevant SLA.
• Load and manage quotes in the CRM system with steps: Load opportunity, Do/Load Quote, Check/Load Values, Close date, add tracking notes.
• Coordinate with Vendors, Sales Specialists, Brand Teams, and Resellers to complete quote and order processes.
• Revise quotes for amendments to BOMs and exchange rates.
• Escalate pricing or discount queries to Vendor when needed and within SLAs.
• Maintain professional relationships with Vendors, Sales Teams, Brand Teams, and Resellers.
• Compile and distribute backlog reports weekly or as needed.

Skills

Self-motivation

Communication

Relationship management

Initiative

Teamwork

Calm under pressure

Account management

Communication at all levels

Time management

Education

Matric

Tools

CRM software

Job description

Please note that the responsibilities listed below are not exhaustive and may be expanded or modified as necessary to meet the evolving needs of the organization.

Main Purpose of Position:

The role of an Internal Sales Support representative is to service the needs of a company's existing clients, respond to new sales inquiries and to support the activities of the external sales team by marketing our company’s brand in a way that is positive, honest, and professional. The work you do on the phone is directly linked to successful outcomes resulting from customer retention and word-of-mouth sales.

Internal Sales Support Job

Duties and Responsibilities

• Receive inbound customer sales inquiries and provide quotations, product/service information, support, and pricing details in response to inbound inquiries, promoting the features and benefits of the brand’s products/services.
• Process sales orders and arrange the dispatch and administration of products/services sold.
• Receive, manage, or escalation customer complaints related to the sale of the brand's products/services.
• Respond to Account Manager/Reseller within 2 hours of receiving a request for a quotation with the quote or relevant SLA.
• Ensure that the relevant quote is done on the Customer Relationship Management system prior to releasing the quotation:
• CRM: - Load opportunity
• - Do/Load Quote
• - Check/Load Values (Cost and Selling price)
• - Leave in Identified with default close date
• - Add tracking notes; Sales will then be responsible from there.
• Comprehend and engage with any new systems introduced by the company, ensuring their effective utilization.
• Ensure that the knowledge of all promotions is updated and applied to quotes where relevant.
• Manage the quote and order process through to completion by liaising with the Vendor, Sales Specialists, Brand Teams, and Resellers where needed.
• Revision of quotes as required. Example: amendments to the bill of materials and amendments of the rate of exchange.
• Escalations to Vendor for pricing and discount queries, or where Vendor is outside of Service Level Agreements – in conjunction with Management.
• Maintain professional working relationships with Vendors, Sales Teams, Brand Teams, and Resellers
• Compilation and distribution of backlog reports every week or as needed.
• Perform any general administration duties in line with previous capabilities and competencies.
• Maintain brand directory with First Distribution quotes, vendor quotes, and information for easy reference.
• Maintain order books with all relevant information.
• Maintain brand folders and keep updated with all relevant information with regard to the brand.
• Provide quote support on all DC and NW and CS brands for internal FD staff.
• Provide sales support directly liaising with resellers for JHB and Africa.

Vendor product and process knowledge

• Gain relevant knowledge of products and processes by attending relevant training and vendor webinars.
• Attain and uphold skills and certifications pertinent to all brands you quote, as this is a prerequisite for employment, ensuring a thorough understanding of each brand.
• Ensure multiskilling by gaining knowledge from pre-sales and brand managers to be able to do entry-level configs.
• Maintain a high standard in the quality of the work delivered.

Vendor product and process knowledge

• Gain relevant knowledge of products and processes by attending relevant training and vendor webinars.
• Attain and uphold skills and certifications pertinent to all brands you quote, as this is a prerequisite for employment, ensuring a thorough understanding of each brand.
• Ensure multiskilling by gaining knowledge from pre-sales and brand managers to be able to do entry-level configs.
• Maintain a high standard in the quality of the work delivered.

Internal training associated with competencies:

• During the first week of your employment, you'll be presented with a meticulously crafted learning map designed to seamlessly guide you through your on-the-job training experience.

Minimum Qualifications:

• Matric
• 2- 3 years of internal sales support experience within the ICT Distribution industry.

Skills and Abilities

• Strong Self Motivational and Empowerment skills.
• Strong Communication Skills.
• Strong Relationship and Self-Management Skills.
• Takes Initiative.
• Works well with all kinds of people.
• Remains calm under pressure.
• Proven account management or other relevant experience
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
• Excellent time management skills.

Ability to meet Job Requirements:

• Fluent in English
• Own reliable transport and a valid driver’s license

Office Requirements:

• Office-based working environment.
• Semi-formal dress code.
• Working hours are from 08:00 – 17:00.
• Excellent international business language skills (English), both written and verbal.
• Reliable transport to and from the office.

NOTE:

• This is a permanent position subject to a successful three-month probationary period.
• You will be required to perform such duties as reasonably required by the business.
• Your job description may be amended from time to time if it is valid and reasonable.
• You will serve the Company or any Associated Entity in such capacity as management may reasonably require.
• Duties must be performed faithfully, diligently, and to the best of your abilities.
• You agree to use your best endeavors to promote the best interests of the Company and any Associated Entity.
• You may be required within reason, to work outside of set duties and/or perform in more than one role