Sales and Technical Services Manager (Mandarin speaking)
Ghana

Vacancy summary

  • Sector: Chemical
  • Job Role: Sales

Vacancy description

Company overview:

Our client is a European, global manufacturer of lime, limestone and mineral-based products used in a variety of industrial, construction, soil improvement applications, benefitting the environment by providing cleaner air and safer water. The group also offers equipment and services to optimize our customers’ processes, improve safety, and provide reliable supply. They have over 5000 employees, operating through a global network of offices and lime quarries.

Key Role and Responsibilities:

The team is currently looking to grow the office in Ghana with a Sales and Technical Services Manager (STSM). The STSM is responsible for coordinating customer support activities, ensuring efficient service delivery, and maintaining strong customer relationships with clients, especially with Asian clients in the mining industry. Due to the language barrier, they are seeking someone proficient in Mandarin to ensure effective communication and relationship management.

Principal Function:
You are responsible for the effective planning and coordination of all customer support activities, ensuring the most feasible methods are selected for achieving the most efficient support of customers’ needs, services and technical support programs. These shall include:
  • Ensuring regular contacts with customers within Ghana to satisfy all their needs and requirement
  • Coordinating with Operations department to ensure efficient daily-weekly-monthly production planning
  • Reviewing and resolving products and technical service problems
  • Receiving and reviewing all customer satisfaction surveys
  • Supporting General Manager in commercial operations
  • Liaising with GM to manage commercial files and statistics
  • Circulation of Technical Reporting to all clients within a specified time frame

Accountabilities:
You are accountable to the General Manager for ensuring efficient and effective management of the customer support programmes to include, but not limited to:
  • Reviewing standards, policies and procedures for all functions involved with or related to sales and technical support
  • Ensuring efficient commercial negotiations involving CLP
  • Ensuring that employees and contractors are adequately informed of customer requirements and satisfaction.

Quality, Safety, Health and Environment:
  • The important safety, health and environment matters on which your performance will be assessed, and you shall be accountable for:
  • Working safely and supporting the overall Quality, Safety, Health and Environmental management standards that apply to your work area
  • Compliance with aspects of CLP standards outlined in the Environmental Management
  • Plan and the plan of the company in Quality, Health, Safety and Environment issues
  • Seeking and demonstrating continuous improvements in the Occupational Health and Safety performance in the entire company.
  • Adequately informing your self of all applicable Ghanaian laws, acts and regulations as pertain to CLP Operations. These shall include Factories, Offices and Shops Act 1970, Labour law 2003 and the Environmental Protection Agency Regulations.
  • Ensuring that employees and contractors working within your area are adequately informed of and understand their duties with regards to CLP Quality, Health, Safety and Environment Policy statement.
  • Always driving within the stipulated speed limits set by the Company or the country at large

Human Relations:
The important human relations matter on which your performance will be assessed are:
  • Display excellent organisational, motivational, leadership and communication skills in manner that would promote the reputation of company.
  • Understand the attitude and behaviour of all workers and how that can affect customer satisfaction and to resolve or make provisions for, any such negative aspects to be removed
  • Discuss and resolve any customer complaints and issues affecting customers to ensure positive working relationship exist between customers and the company.

Training:
  • The training requirements of your role are those where you have accountability for the development of yourself and other staff. You will be assessed on how well these requirements are met:
  • Coordinate with the General Manager on all aspects of training you may require to perform your duties effectively;
  • Ensure any training needs of the workers, lack of which may affect customer-company relations, are discussed and addressed by GM.
  • Participate in conferences and seminars proposed by management that may expand your knowledge of national and international requirements influencing the company.
  • Actively participate in the company’s quality management process and undertake training needs as identified.
  • Assist in the training of other team members

Practical & Technical:
You need to schedule your work and the work of others, ensuring to safely and effectively perform your function. This will include but not limited to:
  • Coordinate, implement and operate the company customer support program.
  • Coordinate with other Team members to perform inspections in load out of product and ensuring efficient loading to guarantee customer satisfaction
  • Communicate with other departments about evolving customer and sales requirements to promote productivity or quick sales
  • Monitor changes in legislation applicable to CLP operations in general and to regulatory requirement for product transport and export.
  • Investigate truck movement to customer problems, accidents, driver- customer issues and to take measures necessary to improve customer –company relations.

Authority Levels
Your role allows you to operate within the following authority levels:
  • Initiate training requests for employees whose jobs have the potential to cause significant loss to CLP ‘s production quality and environmental aspects
  • Authorise orders and organise transport for delivery to customers
  • Endorsing relevant documents for deliveries of product to customers
  • Assign tasks to staff reporting to STSM

Key Performance Indicators

The following key performance indicators are related to your role, and you will be assessed on the achievement in these areas:
  • Contribution to CLP effective and efficient sales administration and management
  • Timely dissemination of customer needs and requirement to CLP Management and staff at large
  • Customer contacts and complaints statistics.
  • Expanding your knowledge and skills in line with the products and its application in the various sectors
  • Achieving compliance with all regulations pertaining to your work in CLP.

Education, Skills and Experience:
  • Bachelor's Degree in Business, Marketing, Operations or similar
  • 3-5+ years’ experience in a customer focused position with a background in marketing or sales
  • Experience working in a multinational environment
  • Professional working proficiency in Mandarin (Chinese)
  • Excellent verbal and written communication skills in English with the ability to collaborate effectively with internal teams and translate customer needs to internal operations
  • Strong customer orientation and relationship management skills

Training and support will be provided on technical components of this position (product and business specific operations). The ability to communicate fluently in Mandarin is the top priority for this role, so please indicate your proficiency level in your cover letter.

Local candidates are invited to apply for this position. If you’re interested in becoming the new Sales and Services Manager in Ghana, please submit your application via the link below
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