JOB AND PERSON SPECIFICATION Position Title: Product Sales Team Leader Reports Directly to: Business Relationship Manager Responsible for: Mobile Sales Team Member of: Corporate & Commercial Division Grade: 4 About St John St John is a charity in the South Australian community working for the Service of Humanity. Our vision for the future, whether acting alone or in partnership with others, is the provision of charitable and humanitarian services to individuals, groups and organisations. Our relief work for persons in sickness, distress, suffering or danger recognises no barrier of race, colour or creed. Within South Australia, St John engages some 2,000 volunteers supporting the community in the provision of First Aid services and Community engagement. St John also employs approximately 100 paid staff, located at State Office and across the state. St John Values Fairness Integrity Responsibility Service Trust Accountability Inclusive Dependable Put people and patients first, upholding St John s standards of fairness and ethical conduct. Ensure at all times conduct, integrity and behaviour reflects the values of St John. Through the services we provide, uphold St John s responsibility to protect persons from injury or death. Provide a quality and responsive service which meets customer and community expectations. Be Trusted to remain calm in stressful situations, make tough decisions and discover practical solutions. Be responsible, take action and have accountability for the services provided to others. Recognise diversity and be inclusive in working with everyone in the spirit of one St John. Will be dedicated to providing a consistent, dependable service that others can rely on. Purpose of the Position The Product Sales Team Leader will undertake a broad range of customer service activities including provision of products and advice to clients on St John products and services available. The Team Leader will be proactive in following up and generating new business and provide leadership and support to the Mobile Sales Consultants to ensure the provision of a quality service to St John clients. Special Conditions Some out of hours work may be required Intrastate travel may be required Must be prepared to relocate within St John should the need arise 1
The incumbent is required to hold a National Police Certificate (NPC) prior to commencement of employment with St John. Continued employment is subject to the maintenance of a satisfactory NPC Will be required to undertake Child Safe Environments training within the first 6 months of employment. Organisational Relationships General Manager Corporate & Commercial Business Relationship Manager Product Sales Team Leader Mobile Product Sales Consultants Key Responsibilities First Aid Products Assist with the administration of contracts for supply of products Ensure ongoing liaison and communication with suppliers Establish, maintain and enhance ongoing contact and communication with key clients and business partners Assist with the coordination of sales activities at events and functions Maintain up-to-date retail activity records Ensure appropriate sales information is communicated to internal and external stakeholders Work with the Business Relationship Manager and outbound sales team to expand sales base Upsell first aid training with product sales Work with the warehouse to contact suppliers for non-standard items Complete new business quotes for all product lines Business Development As directed by the Business Relationship Manager, assist with the negotiation of new and existing product distributors Assist in the preparation and administration of marketing and sales strategies Assist at promotional events to showcase the range of St John products and services Participate in various outbound call programs (defibrillators, first aid products, restocking) Customer Service Provide a professional service to clients in the provision of St John products and services Proactively sell and market First Aid Kits, supplies and services through daily interaction with clients 2
Process sales whether via telephone, website, email, fax or face to face or in response to promotional activities Forward opportunity for major sales leads to Business Relationship Manager Respond in a timely, professional and efficient manner to client enquiries Present a professional appearance at all times As directed by the Business Relationship Manager, source suppliers for First Aid products as required Assist in the Shop when required; counter sales, phones & invoice entering Administration Check and coordinate with warehousing team to ensure stock levels are appropriate for customer needs Create and maintain accurate electronic data entry records in relation to stock control, orders and sales Print and send /tax invoices to individuals and organisations placing orders Take payments/orders/queries and process web orders/bookings/quotes and POS orders on kits and componentry/non-standard items Assist in the co-ordination of the mobile sales consultants bookings diary Follow up back orders with warehousing Assist in the administration of end of day banking Electronically file and maintain hard copy records and information as required Adhere to customer service standards and relevant St John policies and procedures including WHS Undertake projects as determined by the Business Relationship Manager Attend Sales and Customer Service meetings and other professional development workshops as required Respond to emails/voice messages and phone enquiries Scan Purchase Orders/ restocking orders/ Paper Orders and electronically filing in Corporate Client Folders High level management of restocking schedule for metro Adelaide Iron Triangle schedule restocking appointments around training calendar Input Iron Triangle orders and Mike s Orders for restocking Book restocking appointments from inbound calls Follow up on outstanding invoices Manage the first stage of Credit Applications Entering transfers to Finance Register Allocating old stock from restocking clients to charity organizations Identify and assist compose special offers with the Business Relationship Manager based on customer demand Advise Warehouse Team when stock levels are low Deal with customer returns (faulty items/incorrect products) Manage the first stage of the refund process Complete weekly & monthly reports on product sales data with analysis Leadership Responsible for the day-to-day management and support of the Re-Stockist Team, including monitoring delivery against objectives, quality standards, personal development, coaching and appraisal as well as budgeted hours. Undertake responsibility for recruitment, induction, training, supervision and review of all delegated staff. Ensure a commitment to development and training of staff. Implement and maintain effective staff communication. 3
Workplace Health & Safety Ensure work station, including vehicle, is kept safe and tidy Undertake work station self-assessment on an annual basis Maintain current First Aid Certificate, Manual Handling and Infection Control Training and ensure staff also maintain training. Ensure day-to-day management of Work, Health and Safety issues within the work area and demonstrate leadership and communication on these matters. Undertake risk assessment of the work area when workplace changes occur (including renovations, painting, new equipment, etc.). Ensure staff and volunteers are aware of workplace health and safety responsibilities, and that these are effectively undertaken (including workplace assessments, etc.). Follow safe and healthy work practices at all times, including reporting of hazards and incidents immediately, and referring WHS issues and requirements to Managers Core Competencies, Skills and Experience PEOPLE Communication Uses appropriate styles and methods/mediums for the particular audience Uses positive and inclusive communication techniques Gathers and disseminates information appropriate for the team Messages delivered are clear and articulate Team Work Actively promotes the St John values and positive culture Actively participates as a member of a team Values contributing to teamwork in order to achieve goals Foster a team environment, welcoming co-operation and collaboration Leadership Actively conducts Performance Appraisals and meets formally at least twice yearly Employee administration is processed efficiently and on time (leave, timesheets, pay changes etc.) Empowers others by developing their talent, skills and confidence Builds an effective team which is inclusive, positive and supportive Provides appropriate support and resources for others to deliver high quality work Helps team members have a clear understanding of what they will need to do differently and overcome resistance Self-Management Able to prioritise own work tasks appropriately Negotiates with managers, peers and direct reports in order to achieve goals Aware of own emotions and those of others, takes these into consideration when acting Self-motivated and diplomatic SERVICE DELIVERY Customer Focus Develops and sustains productive internal and external customer relationships Understand and is responsive to customers objectives and needs Readily readjusts priorities to respond to changing customer demands as appropriate Problem Solving Uses logical reasoning to work through issues Identifies pragmatic well rounded solutions 4
Results Focussed All actions support the Business Unit plan Knows what outcomes are required and focused on delivering these Maintain focus at all times Innovation Seeks out creative opportunities to improve, streamline and reinvent work processes Is receptive to and contributes new ideas and solutions Applies original thinking in approach to improving processes, methods and systems Decision Making Considers different perspectives when making decisions Decisions are clear, consistent and transparent Distinguishes relevant from irrelevant information Decisions are made in a timely manner CONTROLS Resource Management Resources are used effectively and appropriately ensuring minimal waste Resource utilisation complies with policy Managing Risk Takes actions in which the benefits to the efficiency and effectiveness of service delivery are weighed against potential risk Contributes to prevention and detection of internal controls for team Quality Is aware of and undertakes training to enhance and support continuous improvement efforts Strives for efficient, effective high quality performance in self Takes initiative to make improvements Workplace Health & Maintains required training and qualifications for self Safety Responding appropriately when risks identified or an incident occurs Change Demonstrates support and flexibility for organisational change and attainment of organisational goals Adapts to changing needs, conditions and responsibilities Job Specific Competencies, Skills and Experience Skills Ability to make decisions, within delegated authority parameters Ability to represent St John SA Strong relationship-building skills, with both internal and external stakeholders Highly motivated and enthusiastic, with excellent people management and organisation skills Proactive and confident disposition Ability to lead by example and motivate others to embrace change A commitment to customer service and the ability to be responsive to client requests Good communication and interpersonal skills with the ability to deal with a diverse range of people Ability to maintain a professional appearance at all times Experience Professional experience managing and supporting staff Experience and working knowledge of the Microsoft Office range of applications Experience in the area of sales and customer service Experience working with not for profit / community based groups (desirable) 5
Knowledge Understanding of effective customer service techniques Knowledge of first aid products and services (desirable) Knowledge of the not for profit / community sectors (desirable) Essential Qualifications Current South Australian Driver s License Ability to drive a manual vehicle is essential Acquire (if not already held) maintain first aid certificate General Position Information This is a temporary full-time position currently based in the State Office in Unley. Nominal working hours are Monday to Friday 8.30am to 5.00pm however the position requires some flexibility in order to meet organisational needs. J&PS Review and Acceptance Name: Job Holder Signature: Date: Name: Supervisor / Manager Signature: Date: 6