Internal Sales Supervisor

Responsibilities

• Support the Internal Sales Manager by overseeing /managing the daily operational activities of all customer-facing support functions, ensuring service excellence, operational efficiency, and effective team performance.
• Assist Internal Sales Manager with management and guidance of employees with regards to performance, KPIS, staff management etc.
• Supervise day-to-day customer service operations, including order and quotation processing, export coordination, case management, and front-desk / showroom functions.
• Ensure service standards are consistently maintained, turnaround times are achieved, and operational issues are identified, addressed, and resolved promptly to maintain customer satisfaction and business continuity.
• Supervise daily order processing, quotations, and customer queries.
• Supervise internal sales team operationally.
• Implement strategies to improve customer service, satisfaction, reduction in queries / concerns.
• Monitoring of case management queues and ensure timely resolution.
• Oversee the coordination between Internal Sales and External Sales.
• Ensure reception/front desk operations maintain professional standards.
• Track and manage turnaround times and service levels.
• Ensure internal processes and SOPs are adhered to.
• Escalate performance concerns to the Internal sales manager.
• Ensure export compliance requirements are met and provide relevant support to the team.
• Monitor order accuracy and reduce operational errors.
• Assist with implementation of system improvements and usage by the team.
• Oversee and monitor demo bookings and scheduling.
• Ensure showroom stock accuracy, readiness and cleanliness.
• Monitor trends in customer feedback and implementation of relevant action accordingly.
• Ensure communication with customers regarding delays or issues and relevant problem solving.
• Prepare operational reports for the Internal Sales manager.
• Highlight risks, delays, and performance gaps.
• Close or request escalation of critical matters timeously.

Qualifications

• Grade 12 (Matric)
• A tertiary qualification (Diploma or Degree) in Sales, Marketing
• At least 3 - 5 years in internal sales, sales administration, or customer service, combined with at least 2 years in a direct leadership or supervisory role.
• Experience in retail / wholesale or foodservice equipment / appliances would be an advantage.
• Advanced proficiency in Microsoft Office (specifically Excel), CRM software (like Salesforce, HubSpot), and ERP systems (such as SAP or Syspro).
• Customer Service orientated.
• Exceptional skills in follow-up and feedback.

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