Job Description 1. Position Summary To provide a consistent high standard of support to the sales team and deliver great customer service to all customers. As sales support you will need to be self-motivated and able to work both alone and as part of a team, be confident in your problem solving and able to handle multiple concurrent queries. You will be the first point of contact for all incoming contact via telephone and email. You will need to be comfortable with both written and verbal interactions. Your customer focus and attention to detail will be exemplary, and always willing to go the extra mile to ensure our customers are satisfied. 2. Principal Responsibilities/Duties Sales Responsibilities • Sales Generation & Upselling: Leverage in-depth product knowledge to proactively drive sales and upsell opportunities, ensuring tailored solutions meet both customer needs and business objectives. • Lead Tracking & Follow-up: Consistently track the status of leads, manage follow-ups, and update internal databases with sales activities, ensuring all key metrics and opportunities are accurately captured. • Sales Activity Reporting: Utilize CRM systems and other tools to monitor daily sales activities, generating detailed reports for management that include key insights, sales statistics, and progress updates. • Sales Team Coordination: Provide essential administrative and operational support to the sales team, ensuring seamless coordination that enhances team performance and sales success. • Relationship Building: Cultivate and strengthen relationships with suppliers, internal departments, and external stakeholders to enhance product availability, delivery efficiency, and overall business growth. • Product Knowledge & Application: Develop expert-level understanding of the product range to provide accurate, application-specific recommendations, ensuring the right products are matched to customer needs. Customer Service Responsibilities • Commitment to Customer Excellence: Monitor and accurately respond to all inquiries within 24 hours, ensuring timely, precise communication. Address complaints and resolve discrepancies with professionalism and empathy, consistently delivering solution-oriented service aligned with company values. • Customer Relationship Management: Build and maintain strong, lasting relationships with customers and suppliers, promoting clear and effective communication to support current sales and future business opportunities. • Proactive Problem Solving: Anticipate customer needs and address challenges proactively, offering solutions-focused support with prompt and professional communication. • Follow-up & Engagement: Diligently follow up on quotes, sample requests, lead times, and orders to ensure all inquiries are addressed in a timely, organized manner, maintaining high levels of customer satisfaction. Order Processing Responsibilities • Stock Management: Oversee stock levels, ensuring minimum quantities are maintained, placing orders as needed, and coordinating stock for custom treatments while keeping delivery lead times and promised dates in mind. • Process Knowledge & Risk Management: Gain a deep understanding of the internal supply chain and the full end-to-end sales cycle to proactively manage risks and ensure timely delivery of products. • SOP Compliance & Data Accuracy: Strictly adhere to SOPs and maintain accurate, organized records of all orders and contacts to support smooth operations and data integrity. • Delivery Schedule Management: Monitor customer activity and order statuses, ensuring delivery schedules are met while keeping both customers and internal teams informed of any changes or delays. • support to the sales team as needed. Key Qualities for Success • Organizational Insight: Quickly develop a strong understanding of the Irganizational structure, core business objectives, and fast-paced environment. • Adaptability: Demonstrate flexibility in handling changing tasks, priorities, and responsibilities to support evolving business goals. • Multitasking Excellence: Effectively manage multiple tasks while maintaining accuracy and attention to detail. • Prioritization Skills: Skillfully balance competing demands to ensure timely, high-quality customer satisfaction. • Customer-Focused Proactivity: Anticipate customer needs with a commitment to meeting or exceeding expectations. • Resilience Under Pressure: Handle stressful or challenging customer interactions with professionalism, working toward positive outcomes that also align with the companies best interests. • Relationship Building: Cultivate strong interpersonal connections and rapport with customers, fostering trust and loyalty for long-term success.