E-commerce Customer Support & Sales Consultant

Job Advert Summary

To provide dedicated sales and customer support to customers using Macsteel’s digital platforms by managing online enquiries, responding to customer chats and emails, preparing quotations, and capturing quotations and orders.

Minimum Requirements

• National Senior Certificate is essential.
• Qualification or certification in Sales, Business Administration, Marketing, Customer Experience or a related field would be advantageous.
• 3–5 years' experience in Sales, Customer Service and E-commerce support.
• Experience managing customer enquiries, preparing quotations, following up sales opportunities and processing customer orders.
• Experience within the Steel, Manufacturing, Building Materials or Distribution industry would be advantageous.
• Experience using E-commerce platforms, digital customer engagement tools and Microsoft Office.
• Working knowledge of SAP sales quotation and sales order processing would be advantageous.
• Strong customer service, sales, communication and relationship-building skills.

Duties and Responsibilities

Digital Sales and Customer Support

• Manage sales enquiries and quotation requests received through E-commerce and other digital platforms.
• Prepare accurate quotations and proactively follow up opportunities to maximise quote-to-order conversion.
• Assist customers with product selection, availability and pricing.
• Identify opportunities to upsell and cross-sell products and increase customer spend.
• Build customer relationships that support repeat business and revenue growth.

Customer Experience and E-commerce Support

• Support customers with website navigation, registration, onboarding and use of the E-Commerce platform.
• Respond to customer chats and enquiries escalated through the AI Assistant.
• Assist customers experiencing difficulties with the website or online purchasing process.
• Resolve customer queries or coordinate assistance with the relevant internal teams.
• Promote awareness and utilisation of the E-commerce platform and digital capabilities.

Order Processing and Sales Administration

• Capture and process quotations and customer orders through the E-commerce platform and SAP where required.
• Validate product codes, quantities, pricing, availability, delivery or collection requirements and required approvals.
• Coordinate orders with Internal Sales, Procurement, Planning, Warehouse and Distribution.
• Monitor order progress and provide customers with timely updates.
• Maintain accurate customer, quotation and order records in accordance with company procedures.

Sales Performance and Continuous Improvement

• Monitor quotation conversion, sales activity, customer engagement and transaction accuracy.
• Follow up outstanding quotations, enquiries and sales opportunities.
• Provide customer feedback and recommend improvements to the digital purchasing experience.
• Ensure compliance with pricing controls, approval requirements and E-commerce and SAP procedures.