Sales Associate - Botshabelo Showroom

homechoice is a leading South African homeware retailer. For over 35 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

Job Description

Purpose of the role

The ideal candidate for this role will be responsible for converting customers visiting the showroom into a sale through tangible product demonstration meeting the sales targets and for facilitating order captures, documentation gathering and administration. You will need to ascertain our customers' immediate need and have clear direction on product pricing and offers as aligned to the catalogue to be able to sell features and benefits of each product and category. You will also provide customer query resolution as well as capture customer payments and refunds/credits.

Manage the customer journey account opening and order processing

• Ensure Customers are greeted on entry and their immediate need is ascertained.
• Ensure products are visually displayed as in that of the catalogue.
• Encourage/incentivise customers to open an account.
• Ensure pricing is correct on product and ascertain customers' ATB.
• Provide customer assistance with regards to instalment payments, query resolution, order processing, and goods returned.
• Ensure that the customer services and support service level agreements are in place and are achieved.
• Act as an ambassador by offering a professional, polite, and efficient service.
• Assist customers at self-help kiosks.
• Facilitate daily administration duties aligned to customer service, vetting, order, and query resolution.
• Meet business objectives whilst maintaining a high level of customer satisfaction when marketing and creating Showroom awareness.

Product knowledge and pricing management

• Stay up to date with the catalogue and HomeChoice Products specific to your product category.
• Be aware of product features and benefits, including Electronics, and sell with conviction.
• Drive sufficient and up to date training regarding featured products as well as being fully informed around insurance, legalities, etc.
• Understand competitor products and how to upsell.
• Ensure that pricing and offers are aligned to the catalogue and action price changes/offers accordingly.
• Ensure that products are visually merchandised in accordance with VM policy.
• Adhere to housekeeping standards in accordance with policy.
• Consistently reach performance targets and standards relating to productivity, adherence, turnaround time, and quality.
• Ensure that any outstanding tasks are kept up to date.
• Proactively communicate ways to improve efficiencies in performance, procedures, and systems.
• Ensure compliance standards and legislative requirements are met against agreed quality benchmarks.
• Relay correct information to customers.
• Accurately capture all necessary information.
• Ensure current catalogues and order forms are consistently in stock and displayed accordingly.
• Be 100% versed in daily operations regarding click & collect procedures.
• Act as an ambassador by offering a professional, polite, and efficient service.

Provide an exceptional customer experience

• Take responsibility by ensuring that advice is always given in the customer's best interest.
• Handle objections appropriately to ensure positive results while maintaining customer satisfaction.
• Continuously work towards improving the customer experience and service delivery.

Adhere to quality standards

• Relay correct information to customers.
• Accurately capture all necessary information.
• Conduct all admin and reporting timeously and in accordance with required processes and procedures.
• Adhere to policies, procedures, and all business standards and requirements.
• Ensure appearance is aligned to staff policy, wearing staff uniforms and name badges as supplied by HomeChoice.
• Dust displays, wipe customer touch points (Covid hourly), mop, sweep, and vacuum floors.
• Manage customer returns administration and stock returns to WFS/GR book audits.
• Engage the public on product and campaigns to increase store traffic.

WFS Feedback

• Process GR – Refunds/Credit Customer.
• Complete assessment processes and ensure documentation is on customers' accounts.
• Ensure assessments are posted and collected timeously.
• Manage stock orders considering storage space and stock on hand.
• Assemble goods delivered for Showroom floor.
• Maintain Stockroom according to business standards.
• Replenish spares for breakages.
• Ensure all Visual Display Stock is scanned in and paperwork signed and filed.
• Conduct weekly floor checks and stock takes on Click & Collect parcels.
• Send feedback to Admin Manager and report discrepancies.
• Send monthly Click & Collect figures to HCDC Inventory Manager.
• Adhere to daily duties as per Stockroom roster.
• Capture all PODs and complete aged stickers for Click & Collect parcels.
• Scan all Click & Collect parcels on the same day as delivery.
• Pass delivery notes of Click & Collect to Showroom Salvage staff for customer collection daily.
• Maintain Stockroom housekeeping standards.
• Account for all GRs and send to HCDC daily.
• Email all stock communication to HCDC and Showroom Management.
• Ensure security is present during deliveries.
• Adhere to security procedures during opening and closing and communicate security issues consistently to staff.
• Run monthly emergency procedures to equip staff to deal with security issues.

Administration & Reporting

• Receipt deliveries from DC.
• Receipt goods returns with Security.
• Liaise with Admin Manager on parcels for Click & Collect.
• Oversee stock transfers to and from the DC as per policy.
• Complete stock takes regularly in line with set KPAs.

Job Requirements

• Grade 12 / Matric (Minimum Required).
• 2-5 Years experience in retail.
• Must be available to work shifts, weekends, and public holidays.
• Experience in the homewares retail industry would be advantageous.

Attributes & Behaviours

• Energetic with a positive attitude.
• Ability to work independently as well as within a team.
• Good analytical ability and attention to detail.