BAT is evolving at pace - truly like no other organisation.
To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!
BAT DBS PAKISTAN IS LOOKING FOR CUSTOMER SALES REPRESENTATIVE
JOB TITLE: Customer Sales Representative
FUNCTION: Marketing
SUB FUNCTION: National Sales Centre
SENIORITY: Non-Management
LOCATION: Lahore, Pakistan
ROLE POSITIONING AND OBJECTIVES
This role is to consistently provide an outstanding customer experience at every interaction and effectively fulfill the requirements of the Marketing Function with exceptional execution.
WHAT YOU WILL BE ACCOUNTABLE FOR
BUSINESS
- Drive customer service excellence and sales performance across all channels through effective selling skills.
- Serve as a business partner to retailers, providing industry and product knowledge to drive sustainability and growth.
- Develop and maintain positive relationships with external stakeholders and internal teams.
- Stay updated with industry and regulatory changes and continuously develop skills accordingly.
- Monitor, modify, and validate web orders to ensure efficient sales, distribution, and inventory parameters.
- Achieve key performance indicators (KPIs) related to quality assurance, conversion, and adherence.
- Act as an escalation point for customer issues and collaborate with other teams for timely resolutions.
- Understand customer needs and provide effective solutions or redirection as vital.
- Ensure compliance with SOX, corporate governance, and maintain data integrity procedures.
- Prioritize work based on agreed service level agreements (SLAs).
- Drive trade activation activities, incentives, and sales enhancement opportunities.
- Identify and suggest process improvements to effectively handle customer issues and improve ease of doing business.
- Contribute to state volume, share, and profit targets by using resources and Return on Investment (ROI) principles.
- Taking responsibility for territory volume and share performance within the assigned patch by updating and using Territory plans and Joint Business Plans with key customers.
PEOPLE
- Communicate changes effectively across different teams within the Sales Centre.
- Collaborate with field and channel teams to support territory managers and account managers.
- Proactively engage with field and channel teams to address retailer issues and explore opportunities.
- Build rapport, manage conflicts, and improve customer experience.
- Take ownership of personal development and performance reviews.
- Contribute to a high-performance team and share knowledge and experience with peers.
- Foster multi-level commercial relationships to drive growth and customer retention.
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- Minimum of 6-12 months of experience in a call center environment.
- Familiarity with relevant call center software programs.
- Intermediate proficiency in MS Office Applications, including Outlook, Excel, Word, and PowerPoint.
- Proficiency in Salesforce, SAP, or similar applications.
- Basic account management skills, including commercial acumen, understanding marketing financials, and proficiency in negotiation and influencing
- Possesses strong analytical problem-solving skills.
- Demonstrates proven accuracy and attention to detail.
- Exhibits effective relationship management skills, both internally and externally.
- Displays excellent communication and presentation skills.
- Possesses strong selling and negotiation skills, including objection handling and effective questioning techniques.
KEY SUCCESS FACTORS
- Contact Centre key service, quality and productivity metrics
- High level of data integrity and attention to detail
- Prompt, effective and accurate resolution of customer issues
- Developing and maintaining strong relationships
- Commitment to personal development
- Effectively manage challenging situations when required
- Taking ownership of all customer interactions
WE ARE BAT
At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner – one of 50 most sustainable companies
BELONGING, ACHIEVING, TOGETHER
Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!