Inside Sales and Service Representative

Position Overview

The Inside Sales and Service Representative plays a pivotal role in fostering customer relationships and driving business growth from within the organization. This individual serves as the primary point of contact for clients, providing product information, handling inquiries, processing orders, and supporting the sales team’s objectives. They are responsible for ensuring customer satisfaction, maximizing sales opportunities, and maintaining accurate records of all customer interactions. This role is often based in an office environment and requires exceptional communication, organizational, and problem-solving skills.

Key Responsibilities
- Customer Relationship Management
- Serve as the main liaison for customers, addressing queries and providing timely and accurate information about products and services.
- Build and maintain strong, long-term customer relationships to encourage repeat business and customer loyalty.
- Manage a portfolio of accounts, ensuring each client’s needs are understood and met with appropriate solutions.
- Follow up with customers post-sale to ensure satisfaction and resolve any complaints or concerns.

Proactively upsell and cross-sell products and services based on customer needs and company offerings.

Collaborate with the outside sales team to qualify leads and transition accounts when necessary.

Achieve or exceed established sales targets and quotas on a monthly, quarterly, and annual basis.

Order Processing and Support

Process customer orders accurately and efficiently through the company’s CRM or ERP system.

Track and monitor order status to provide updates and resolve any issues that may arise.

Coordinate with other departments, such as logistics and finance, to ensure seamless order fulfillment.

Prepare quotations, proposals, and contracts as required.

Service Support

Address post-sale service inquiries, including troubleshooting, warranty claims, and product returns.

Facilitate communication between customers and technical support teams for complex issues.

Document and log all service requests and resolutions for future reference and reporting.

Reporting and Administration

Maintain up-to-date and accurate records of customer interactions, sales activities, and service requests in company databases.

Generate and analyze sales and service reports to identify trends, opportunities, and areas for improvement.

Prepare regular status updates for management and participate in team meetings to review performance and strategies.

Continuous Learning and Product Knowledge

Stay informed about the latest products, services, and industry developments to provide knowledgeable support to customers.

Participate in training sessions, workshops, and professional development activities.

Share insights and feedback from customers with relevant teams to improve offerings and customer experience.

Required Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience).
- 1-3 years of experience in inside sales, customer service, or a related role preferred.
- Exceptional written and verbal communication skills.
- Proficiency with CRM software, Microsoft Office Suite, and familiarity with ERP systems is an asset.
- Strong organizational skills and attention to detail.
- Ability to quickly learn and retain information about products and services.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
- Goal-oriented, with a proven track record of meeting or exceeding targets.
- Excellent problem-solving and conflict resolution skills.
- Comfortable with high call volumes and a fast-paced work environment.

Desired Attributes
- Customer-centric mindset with a genuine passion for helping others.
- Enthusiastic, positive attitude, and a willingness to go the extra mile to deliver outstanding service.
- Adaptable and flexible in response to changing business needs and priorities.
- Strong sense of ownership and accountability for results.
- Resilient when facing challenges and persistent in pursuing solutions.

Key Performance Indicators (KPIs)
- Number of sales closed per week, month, and quarter.
- Customer satisfaction ratings and feedback scores.
- Accuracy and timeliness of order processing.
- Response time to customer inquiries and service requests.
- Retention and repeat business rates.
- Lead conversion rates and pipeline growth.

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹42,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Internet reimbursement
- Leave encashment
- Paid sick time
- Paid time off

Ability to commute/relocate:

- Borivali East, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- B2B sales: 1 year (preferred)

**Location**:

- Borivali East, Mumbai, Maharashtra (preferred)

Work Location: In pers