Direct Retail Coordinator

This position plays a critical role within the Commercial department in order to secure the smooth progression of all processes related to the Direct Retail Team. The role is responsible to provide support to the members of SME New Business and Account Management teams in several tasks such as the preparation of client proposals, order process management and reporting. The role is part of the Direct Retail Team which is comprised by Sales and Account Executives as well as SME Team Manager.

📌 Key Accountabilities

• Answer to every incoming call and respond to emails

• Follow up all requests until they are closed

• Collect the appropriate documents for credit control

• Prepare and send proposals to clients within the agreed timeframe

• Ensure that all actions and steps related to order process are done in a timely manner and accuracy 

• Keep the sales information systems updated

• Responsible of filling all documents related to clients

• Coordinate with all departments in order to ensure that clients requests are handled efficiently

• Identify and escalate situations requiring attention

• Adhere to company policies and guidelines and ensure that the communication style is in line with the Ayvens General Rules and brand identity

• Meet all agreed SLA’s and Key Performance Indicators (KPI’s).

📌 Qualifications and Skills:

• General education degree or equivalent (University Degree will be preferred)

• Customer services experience over the telephone

• Excellent Customer service skills

• Ability to type with speed and accuracy

• Knowledge of CRM tools and relevant system applications

• Knowledge of supporting and administrative processes

• IT literate with excellent command of MS Office suite

• Very good command of English - verbal and written

• Ability to manage data collection and filing

• Excellent interpersonal and communication skills – verbal and written

• Ability to multitask

• Strong listening skills

• Being able to use empathy (Interpersonal sensitivity)  

• Be able to divert pressure and keep calm under stressful conditions