Job Purpose

The Relationship Consultant is responsible for managing customer relationships, capturing and processing sales orders, supporting marketing initiatives, and ensuring excellent service delivery. The role focuses on driving sales growth, improving customer engagement, and maintaining operational efficiency across order management and client interactions.

Key Responsibilities

1. Sales Order Management 

• Receive customer requests and accurately capture sales orders on the system
• Assist customers with placing orders online where required
• Liaise with the warehouse to confirm stock availability and provide feedback to clients
• Complete branding checklists for branding orders and ensure accurate order capturing
• Coordinate product alterations where necessary
• Track all indent orders and manage their progress
• Complete indent order checklists for customized products and liaise with sourcing to confirm feasibility
• Provide timely feedback to customers regarding order status and outcomes

2. Marketing Campaign Execution 

• Distribute marketing campaigns to the customer base
• Conduct call campaigns to follow up on marketing initiatives
• Identify and implement cross-selling and upselling opportunities
• Maintain and submit daily marketing campaign reports

3. Relationship Management & Operational Support

• Convert back orders into open orders
• Track customer payments and follow up where necessary
• Resolve S&OP warehouse and production queries daily by 9 am
• Ensure all customer queries and actions are resolved by the end of business daily
• Actively manage customer engagement and relationships
• Maintain and manage chatbot interactions to enhance customer experience
• Drive customer reactivation initiatives
• Ensure monthly sales and service targets are met

Minimum Requirements

• Diploma or Degree in Sales, Marketing, Business Management, or related field
• 2–4 years’ experience in a customer service or sales support role
  
• Strong communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment
• Strong problem-solving and organisational skills

Key Competencies

• Customer-centric mindset
• Attention to detail and accuracy
• Strong relationship-building skills
• Sales and negotiation ability
• Time management and accountability
• Proactive and results-driven approach