Background information about the job or company (e.g., role context, company overview)

At Nairobi Central Hardware Ltd, our primary mission is to create opportunities for you and to enhance our communities. To achieve this, we deliver high-quality general hardware and safety-wear products used in construction, manufacturing, home improvement, plumbing, and agriculture. Our management philosophy is centered around building a strong, sustaina...

Responsibilities or duties

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.

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.

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.

Product Knowledge & Technical Selling

• Maintain thorough knowledge of the companys 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.

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.

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.

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.

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.

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.

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 or requirements (e.g., education, 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.

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.

Experience needed

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

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

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.

• 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.
• 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.
• 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.
• Maintain thorough knowledge of the companys 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.
• 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.
• 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.
• Follow up customers with overdue invoices.
• Coordinate with the Finance Department regarding payment status.
• Encourage timely customer payments.
• Assist in resolving payment-related queries.
• 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.
• 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.
• 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.

• Strong communication skills
• Passion for sales
• Ability to resolve customer concerns professionally
• Strong proficiency with Tally ERP or similar ERP & CRM softwares
• 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

• 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.