The purpose of this position is to ensure the achievement of After Sales targets and objectives aligned with
business objectives and GP targets. To ensure achievement of new business objectives, managing and
expanding existing client base through personal performance and customer relationship management.
The individual in this role will be responsible for the following functions:
The promotion of aftermarket services and value-added products in line with company targets and
objectives to increase revenue growth and profitability
Managing a positive Customer experience and satisfaction
Targeting and conversion of new business accounts in the After Sales Department
Key Performance Areas:
(Essential Duties & Responsibilities)
To perform this job successfully, the appointed individual must be able to perform each key performance area
This list of key performance areas is not exhaustive and may be changed to accommodate business needs from time to time:
Promotion and selling of Aftermarket services, Parts, Accessories, Rental offerings, Service Contract
offerings, Tyres, Driver Training, Load Testing and inhouse engineering
Overall responsibility to achieve sales, growth and profitability targets in an assigned sales territory.
Contact new and existing customers to discuss their needs, and to explain how these needs could be
met (training etc)
Visiting new customers to ensure the safe operation of forklifts according to set standards and legal
requirements by promoting Driver Training and load testing
Inform and resolve customers’ questions about products, prices, availability, product uses and credit
Quote prices, credit terms and other specifications
Human Capital After Sales Representative Page 2 of 5
Emphasise product features based on analyses of customer’s needs and on the technical knowledge of
Prepare sales contracts for orders obtained and submit orders for processing.
Assist with resolution of debtor’s disputes and assist with cash collections.
Overall responsibility to meet growth/market share increase objectives; responsible to analyse,
prepare and successfully implement a strategy to target and convert new business accounts, cold
calling on potential new accounts.
Overall responsibility to ensure the quality of customer interaction and service – ensure that customer
expectations in all regards are exceeded by building and nurturing partnerships based on a thorough
understanding of the clients business and unique needs and challenges (drive customer service
excellence, ensure good communication with customers, develop and implement a strategy to ensure
proper/ scheduled cover for assigned territory, developing partnerships with and tailor-made solutions
for clients, evaluation of their own development needs and ensuring lack of knowledge/skills are
Responsible to ensure mutually agreeable solutions to problems experienced by customers are
reached and prompt actions/delivery on promises are performed
Sound financial management of deals in line with budget and company strategic objectives (ensure the
quality of rental business activities is in line with company objectives; ensure aftermarket order targets,
invoicing targets and GP targets are met, ensure key administrative support functions are diligently
executed, e.g. delivery and collection of contracts; ensure discounts are approved / within limits;
ensure site inspections are carried out; etc.).
Plan, prepare, submit and ensure achievement of short-term and long-term rental targets for assigned
Preparation and presentation of reports as and when required.
Overall responsibility to ensure administrative procedures are followed correctly; responsible to ensure
administrative duties are performed accurately and timeously; maintenance of customer records, etc.
Participative responsibility to grow the department in line with company requirements
Participation in team/department meetings and development/training initiatives to ensure that the After-
Sales Team functions as an efficient resource for the company
Overall responsibility to ensure the quality of interaction with internal and / or external clients (maintain
proper communication and joint resolution of problems, ensure prompt and accurate responses to
queries/requests for assistance)
Ability to develop and implement operational innovation by providing innovative solution offerings to
Assist with Parts stock take exercises as and when required.
Time Management and planning skills
Human Capital After Sales Representative
Required Minimum Knowledge, Skills Education / Training and Experience Requirement(s):
o English Language — Knowledge of the structure and content of the English language including the meaning
and spelling of words, rules of composition, and grammar.
o Customer and Personal Service — Knowledge of principles and processes for providing customer and
personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
o Computers and Electronics — Knowledge of electronic equipment, and computer hardware
and software, including applications and programming.
o Active Listening — Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and not interrupting at
o Reading Comprehension — Understanding written sentences and paragraphs in work-related
o Time Management — Managing one’s own time and the time of others.
o Speaking — Talking to others to convey information effectively.
o Writing — Communicating effectively in writing as appropriate for the needs of the audience.
o Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems.
o Active Learning — Understanding the implications of new information for both current and
future problem-solving and decision-making.
o Coordination — Adjusting actions in relation to others’ actions.
o Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations
to make improvements or take corrective action.
o Service Orientation — Actively looking for ways to help people.
o Social Perceptiveness — Being aware of others’ reactions and understanding why they react
as they do.
o Oral Comprehension — The ability to listen to and understand information and ideas presented
through spoken words and sentences.
o Written Comprehension — The ability to read and understand information and ideas presented
o Written Expression — The ability to communicate information and ideas in writing so others will
o Oral Expression — The ability to communicate information and ideas in speaking so others will
o Speech Clarity — The ability to speak clearly so others can understand you.
o Near Vision — The ability to see details at close range (within a few feet of the observer).
o Speech Recognition — The ability to identify and understand the speech of another person.
o Information Ordering — The ability to arrange things or actions in a certain order or pattern
according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures,
o Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It
does not involve solving the problem, only recognizing there is a problem.
o Category Flexibility — The ability to generate or use different sets of rules for combining or
grouping things in different ways.
o Number Facility — The ability to add, subtract, multiply, or divide quickly and correctly.
o Mathematical Reasoning — The ability to choose the right mathematical methods or formulas
to solve a problem.
o Selective Attention — The ability to concentrate on a task over a period of time without being
o Interacting with Computers — Using computers and computer systems (including hardware
and software) to set up functions, enter data, or process information.
o Getting Information — Observing, receiving, and otherwise obtaining information from all
o Communicating with Supervisors, Peers, or Subordinates — Providing information to
supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
o Performing Administrative Activities — Performing day-to-day administrative tasks such as
maintaining information files and processing paperwork.
o Establishing and Maintaining Interpersonal Relationships — Developing constructive and
cooperative working relationships with others and maintaining them over time.
o Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or
verifying information or data.
o Documenting/Recording Information — Entering, transcribing, recording, storing, or
maintaining information in written or electronic/magnetic form.
o Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize,
organize, and accomplish your work.
o Performing for or Working Directly with the Public — Performing for people or dealing directly
with the public. This includes serving customers in restaurants and stores and receiving clients
o Communicating with Persons Outside Organization — Communicating with people outside the
organization, representing the organization to customers, the public, government, and other
external sources. This information can be exchanged in person, in writing, or by telephone or
o Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating,
recognizing differences or similarities, and detecting changes in circumstances or events.
o Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the
work of others.
o Cooperation — Job requires being pleasant with others on the job and displaying a good-natured,
o Dependability — Job requires being reliable, responsible, and dependable, and fulfilling
o Integrity — Job requires being honest and ethical.
o Attention to Detail — Job requires being careful about detail and thorough in completing work.
o Concern for Others — Job requires being sensitive to others’ needs and feelings and being
understanding and helpful on the job.
o Independence — Job requires developing one’s own ways of doing things, guiding oneself with
little or no supervision, and depending on oneself to get things done.
o Self Control — Job requires maintaining composure, keeping emotions in check, controlling
anger, and avoiding aggressive behaviour, even in very difficult situations.
o Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with
o Initiative — Job requires a willingness to take on responsibilities and challenges.
o Social Orientation — Job requires preferring to work with others rather than alone and being
personally connected with others on the job.
o Adaptability/Flexibility — Job requires being open to change (positive or negative) and to
considerable variety in the workplace.
o Dedication to service excellence in every aspect of work carried out; a strong focus on internal
and external customer service
o Strong analytical ability; ability and suitable experience in compiling reports utilising and
analysing various data sources and to present it in a user-friendly format
o Excellent interpersonal skills, including very strong verbal and grammatically correct written
English communication skills
o Must be proactive; ability to prioritize and successfully complete multiple tasks timeously;
ability to see a project through from start to finish
o Impeccable, friendly and professional telephone manner and in general when dealing with
customers both internally and externally
o Ability to function effectively in a group and add value to the team/environment
o Ability to interact with senior management; excellent communication skills with people at all
levels in an organization
o Must have an excellent work ethic – honest, reliable, hardworking, dedicated, takes pride in work
o Must be of sober habits, have high energy levels and general good health
o Ability to adapt to and accept change, new ideas, new challenges
Preferred Knowledge, Skills Education / Training and Experience Requirement(s):
Experience and Training in similar Sales and Marketing orientated role
Must have relevant technical skills and knowledge within the Materials Handling Industry
Proven and relevant experience within similar After Sales role
Relevant Technical qualification within the industry
Required Certificates, Licences, Registrations:
Grade 12 / Matric
Code EB / 8 driver’s licence
The current number of employees reporting directly to this position:
Impact of Decisions / Actions to Company:
Efficiency, accuracy and dedication to service excellence in this position will impact on:
o Customer service perceptions and satisfaction – internal and external clients
o Fostering of long-term partnerships/relationships with internal and external clients
Accomplishing company strategic goals
Good relationships, evidence/commitment to follow-up on internal and external customer requests /
complaints will have a direct impact on the customer satisfaction index and perception of service delivery.
Interdependence with other departments at branch level:
This position will require interaction with all departments within the branch
(PACKAGE IS BASED ON CTC)
Please attach your cv, qualifications, id, drivers license and copy of latest payslip