Escalation Manager/Coordinator

5 days ago

Mumbai, Maharashtra, India Infinity Trade Group Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job Title: Escalation Manager / Coordinator

Department: Customer Services

Number of Opening 1

Experience Required: 3 to 5 Years

Location: Ghatkopar (West) (Walkable distance from Railway Station)

Gender – Male Only

Reports To: Director

Position Overview

The Escalation Manager / Coordinator – Sales is responsible for managing high-priority sales-related issues, customer complaints, and order disputes that require urgent attention. This role works closely with the sales team, operations, dispatch, finance, and senior management to ensure quick resolution, maintain customer satisfaction, and safeguard business relationships.

Key Responsibilities

  1. Escalation Handling

  2. Receive, log, and prioritize escalations related to sales orders, pricing disputes, delivery delays, product quality issues, or payment conflicts.

  3. Act as the single point of contact for the customer until the issue is resolved.

  4. Assess the urgency and potential business impact of each escalation.

  5. Sales Coordination

  6. Work with sales executives, key account managers, and regional heads to gather all necessary details for resolution.

  7. Coordinate with production, dispatch, and logistics to expedite urgent orders or replacements.

  8. Align with finance on credit terms, pending payments, or disputes affecting sales closure.

  9. Customer Communication

  10. Maintain professional, proactive, and transparent communication with customers throughout the escalation process.

  11. Provide timely updates on status, resolution timelines, and corrective measures.

  12. Protect long-term business relationships by managing expectations and demonstrating ownership of issues.

  13. Root Cause & Prevention

  14. Conduct root cause analysis (RCA) for repeated sales escalations.

  15. Suggest process improvements to reduce future issues in order booking, delivery, or communication.

  16. Share learning points with the sales team to prevent similar escalations.

  17. Reporting & Documentation

  18. Maintain an updated escalation tracker with case details, resolution status, and responsible teams.

  19. Prepare weekly/monthly escalation reports for management with trend analysis.
  20. Track impact of escalations on revenue and sales performance.

Key Skills & Competencies

  • Strong sales process understanding (order cycle, delivery chain, and payment terms).
  • Excellent verbal and written communication.
  • Conflict resolution and negotiation skills.
  • Ability to work under pressure and handle critical customer accounts.
  • Good coordination and follow-up ability across multiple departments.
  • Proficiency in CRM, MS Excel, and reporting tools.

Qualifications

  • Bachelor's degree in Sales, Business Administration, or a related field.
  • 3–5 years' experience in sales coordination, key account management, or escalation handling.
  • Experience in the same industry (preferred) for faster issue understanding.
  • Proven track record in customer relationship management.

Key Performance Indicators (KPIs)

  • Average time taken to resolve sales escalations.
  • % of escalations resolved within agreed timelines.
  • Retention of customers after escalation closure.
  • Reduction in repeat escalation cases.
  • Impact on sales revenue retention.

Kindly apply

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