Internal Sales Manager

Introduction

Dutton Plastics Engineering is a major producer of, among other things, high quality Plumbing Products [cisterns, toilet seats, traps, wastes and mechanisms] and Packaging Products [Spray through Aerosol and dust caps including Actuators]  and is based at Alrode industrial area in Alberton, some 22km south east of Johannesburg, Gauteng Province. It employs plus minus 250 permanent employees nationally with branches at Durban, Cape Town and Port Elizabeth.

 

Purpose of the position

The Internal Sales Supervisor is responsible for managing and coordinating the internal sales function to ensure efficient processing of customer enquiries, quotations, sales orders and customer requirements.

The role provides leadership and support to the internal sales team, ensuring excellent customer service, accurate sales administration, effective communication with external sales representatives, and close coordination with production, planning, procurement, engineering and dispatch.

The successful candidate will contribute to customer retention, sales growth, operational efficiency and the achievement of the company's commercial objectives.

Duties & Responsibilities

 

1 Internal Sales Management

• Supervise, coordinate and support the daily activities of the internal sales team.
• Allocate workloads, monitor performance and ensure that customer enquiries and orders are handled promptly.
• Establish and maintain effective internal sales procedures and standards.
• Monitor outstanding quotations, customer enquiries, orders and follow-ups.
• Ensure the team maintains accurate customer records and sales documentation.
• Train, mentor and develop internal sales staff to improve performance and product knowledge.

2. Sales drive

• The candidate must have a sales driven focussed mindset and understand the components needed to lead a ‘’market share growth’’ minded team

3.Customer Service and Relationship Management

• Maintain professional relationships with existing customers and assist in developing long-term customer partnerships.
• Ensure customer enquiries, complaints and requests are handled efficiently and professionally.
• Communicate order confirmations, delivery dates, lead times and any changes affecting customer requirements.
• Proactively follow up on outstanding customer issues and ensure timely resolution.
• Identify opportunities to improve customer satisfaction, retention and repeat business.
• Escalate significant customer concerns or commercial risks to management.

4. Quotations and Sales Order Processing

• Oversee the preparation, accuracy and timely submission of quotations.
• Ensure pricing, discounts, margins, specifications and delivery terms are approved in accordance with company policy.
• Review customer purchase orders against quotations and agreed commercial terms.
• Ensure sales orders are captured accurately in the company's ERP or sales administration system.
• Confirm that customer drawings, specifications, quantities and other technical requirements are correctly recorded and communicated.
• Monitor order progress and ensure customers receive timely updates.
• Follow up on outstanding quotations and maintain a record of conversion rates and lost sales opportunities.

5. Coordination with Production and Operations

• Liaise closely with production planning, engineering, procurement, despatch, quality control, warehousing and dispatch.
• Ensure customer requirements are communicated clearly and accurately to the relevant departments.
• Monitor order status and delivery commitments, identifying potential delays before they affect customers.
• Coordinate the resolution of production, material availability, quality or delivery issues affecting customer orders.
• Assist in managing urgent orders, changes to specifications and customer delivery requirements.
• Ensure that technical queries are referred to the appropriate engineering or technical personnel.

6. Sales Performance and Reporting

• Monitor internal sales performance against agreed targets and service standards.
• Prepare regular reports on quotations, order intake, sales activity, outstanding orders and customer service issues.
• Analyse quotation conversion rates and identify reasons for lost business.
• Track customer demand, recurring orders and potential sales opportunities.
• Assist management with sales forecasts, budgeting and commercial planning.
• Identify inefficiencies in the internal sales process and recommend improvements.

7. Pricing, Profitability and Commercial Control

• Ensure quotations and orders comply with approved pricing structures and discount policies.
• Monitor gross margins and highlight transactions that fall outside approved parameters.
• Ensure changes to pricing, material costs or customer-specific agreements are communicated and applied correctly.
• Work with management to identify opportunities to improve profitability without compromising customer relationships.
• Maintain confidentiality regarding customer pricing, commercial agreements and company information.

8. Administration and Compliance

• Ensure accurate maintenance of customer accounts, contact details, price lists and order records.
• Maintain organised records of quotations, purchase orders, correspondence and customer specifications.
• Ensure compliance with company policies, quality procedures, health and safety requirements, and applicable legislation.
• Support internal and external audits where required.
• Ensure customer complaints, non-conformances and corrective actions are documented and followed through.

Desired Experience & Qualification

Minimum requirements:

• Grade 12 / Matric.
• Diploma in Sales, Business Administration, Marketing or Management would be advantageous.
• At least 5-7 years' experience in internal sales, Sales Administration or Customer Service.
• Previous supervisory or team leadership experience.
• Experience in a manufacturing, engineering, plastics, industrial or technical sales environment would be advantageous.
• Proven experience in quotation preparation, order processing, pricing and customer relationship management.
• Experience using an ERP system, CRM platform or integrated sales and stock management system.
• Good working knowledge of Microsoft Office, particularly Excel and Outlook.

 

Required Skills and Competencies

The successful candidate should demonstrate:

• Leadership: Ability to supervise, motivate and develop a team.
• Customer focus: Strong commitment to customer service and relationship management.
• Commercial awareness: Understanding of pricing, margins, quotations and sales performance.
• Organisational ability: Effective management of competing priorities and deadlines.
• Communication: Clear, professional written and verbal communication.
• Problem-solving: Ability to resolve customer and operational issues efficiently.
• Attention to detail: Accuracy in pricing, specifications, order entry and documentation.
• Technical aptitude: Ability to understand technical product information, engineering drawings and customer specifications, or willingness to develop this knowledge.
• Teamwork: Ability to work collaboratively across sales, production and operational departments.
• Accountability: A proactive approach to follow-up, ownership and meeting commitments.
• Analytical ability: Competence in interpreting sales reports, identifying trends and recommending improvements.

Package & Remuneration

Market Related with 

Provident Fund 

Medical Aid