Act as the primary phone-based contact for prospective distributors, wholesalers, retailers and consumers. Route leads sales teams, resolve or escalate product enquiries and complaints, manage loyalty-program communications, reactivate dormant wholesalers using data insights, provide tele-sales cover for Trade Sales Executives when required, and deliver actionable market intelligence to the Sales Team. Provide a brief overview of the roles purpose and main responsibilities.
Responsibilities
Receive and route inbound calls from prospective distributors, forward qualified leads to the Country Sales Manager.
Handle enquiries from wholesalers and retailers seeking to purchase products; forward contacts to the relevant Area Trade Executive (TSE).
Receive consumer calls about purchases or complaints; resolve issues directly where possible or escalate and track resolution.
Send and manage communications to wholesalers participating in the Loyalty Program; issue reminders on targets and rewards and respond to queries.
Work with the data team to identify dormant wholesalers using distributor sell-out data; contact them to diagnose and attempt reactivation.
Provide tele-sales cover for TSES on leave by contacting major wholesalers on affected routes to seize opportunities.
Gather and summarize market intelligence, retailer/wholesaler/consumer feedback, and distributor team input; prepare concise reports for Sales and Marketing.
Audit regional Loyalty Program WhatsApp groups to ensure groups exist and eligible wholesalers are added.
Provide regular updates and feedback in Daily Sales Review Meetings.
Qualifications
Degree or Diploma in Sales & Marketing or Business-Related Course (required).
Additional training or certification in customer service, sales, or CRM is a plus.
Key Skills
Proficient in MS Office (Excel, Word, Outlook).
Excellent phone-based customer-handling and communication skills in English and Swahili (verbal and written).
Comfortable using or learning CRM/call-logging tools and basic data-dashboard outputs.
Strong organizational skills, attention to detail, and ability to follow escalation protocols.
Proactive, persuasive and service-oriented with good interpersonal skills.
3 years in customer service, telesales, trade support or related roles (adjustable by hiring level).
Willingness to work closely with Sales, Data and Marketing teams and attend daily review meetings.