POSITION: TELESALES REPRESENTATIVE

COMPANY: NAIROBI CENTRAL HARDWARE LTD.

LOCATION: BABA DOGO, RUARAKA, NAIROBI

DEADLINE: ROLLING BASIS

INTRODUCTION:

At Nairobi Central Hardware Ltd. our mission is to provide the broadest selection of high-quality tools & accessories across Kenya & East Africa. Our product range supports the construction, manufacturing, plumbing, home renovation, & farming industries. We are passionate about delivering practical solutions & reliable service.

JOB SUMMARY:

We are seeking a motivated & enthusiastic Telesales Representative to join our dynamic sales team. The successful candidate will play a crucial role in driving sales by engaging with potential & existing customers over the phone. You will

be responsible for effectively communicating our product offerings, addressing customer inquiries, & managing relationships to close sales & ensure customer satisfaction. The ideal candidate will possess strong communication skills, a passion for sales, & the ability to resolve customer concerns professionally.

KEY RESPONSIBILITIES:

1. Sales Generation & Business Development

● Contact existing and prospective customers daily to generate sales opportunities.

● Convert customer inquiries into confirmed sales orders.

● Identify new sales opportunities within existing customer accounts.

● Reactivate dormant customers through regular follow-up.

● Build and maintain long-term customer relationships.

● Achieve assigned monthly sales targets.

● Increase customer purchase frequency and average order value.

● Conduct follow-up calls after quotations to maximize conversion.

2. Customer Relationship Management

● Serve as the primary contact for assigned customer accounts.

● Develop strong relationships built on trust and professionalism.

●Understand customer requirements and recommend suitable products.

●Maintain regular communication with customers regarding promotions, stock availability, and new product introductions.

● Ensure customers receive timely responses to all inquiries.

3. Quotations & Order Processing

● Prepare accurate quotations promptly.

● Follow up all outstanding quotations.

● Convert approved quotations into sales orders.

● Process customer orders accurately in the ERP system.

● Verify product codes, quantities, pricing, discounts, and customer information before processing.

● Ensure orders are completed accurately and within company procedures.

4. Product Knowledge & Technical Selling

● Maintain thorough knowledge of the company's product portfolio.

● Understand product specifications, applications, and advantages.

● Recommend suitable alternatives when requested products are unavailable.

● Cross-sell complementary products.

● Upsell premium products where appropriate.

● Educate customers on product usage and suitable applications.

5. Order Fulfilment Coordination

● Coordinate with Warehouse to ensure timely order preparation.

● Liaise with Dispatch regarding deliveries.

● Follow up customer deliveries until completion.

● Communicate delivery updates to customers.

● Resolve delays affecting customer orders.

6. Customer Service & Complaint Resolution

● Respond promptly to customer inquiries.

● Resolve customer complaints professionally.

● Coordinate product exchanges, returns, shortages, and damaged goods.

● Escalate unresolved issues to the Head of Sales where necessary.

● Ensure every customer interaction reflects positively on the company.

7. Collections Support

● Follow up customers with overdue invoices.

● Coordinate with the Finance Department regarding payment status.

● Encourage timely customer payments.

● Assist in resolving payment-related queries.

8. Data Management & Reporting

● Maintain accurate customer records within the ERP system.

● Record all customer interactions, quotations, sales, and follow-up activities.

● Keep customer contact information updated.

● Prepare daily, weekly, and monthly sales reports as required.

● Maintain confidentiality of customer and company information.

9. Market Intelligence

● Monitor competitor activities, pricing, and product offerings.

● Gather customer feedback and communicate market trends.

● Identify emerging customer needs and business opportunities.

● Recommend product improvements based on customer feedback.

10. Team Collaboration

● Work closely with the Warehouse, Dispatch, Finance, Procurement, Marketing, and Customer Service teams.

● Participate in departmental meetings and sales reviews.

● Share market intelligence with management.

● Support company initiatives aimed at improving customer satisfaction and sales performance.

QUALIFICATIONS & SKILLS:

■ Minimum of a Bachelor Degree in Sales & Marketing, Customer Service, or related field.

■ Proven experience as a Telesales Representative or similar role in sales.

■ Demonstrated success in meeting or exceeding sales targets over the phone.

■ Strong proficiency with Tally ERP or similar ERP & CRM softwares is a plus.

■ Quick to learn new product information & effectively communicate features & benefits.

■ Exceptional verbal communication/written & interpersonal skills.

■ Ability to stay calm, composed, & professional, even when handling rejection or difficult customers.

■ Strong problem-solving skills with a focus on customer satisfaction.

HOW TO APPLY:

If you are driven, results-oriented, & thrive in a fast-paced environment, we encourage you to apply & be a part of a fast growing company in the hardware industry. Use the link below:

Submit your application through the link below:

★ https://forms.gle/1ambTAhBwfX3zURY9

ONLY contact the HR for any further inquiries, at:

+254 710 234 671