Sales Coordinator / Rabale

Purpose of the Job:

To provide prompt and efficient customer support by addressing queries, coordinating with internal teams, and ensuring client satisfaction and retention.

Key Responsibilities:

1. Customer Query Management: o Handle incoming inquiries from customers regarding metal testing services, procedures, and timelines. o Respond promptly and professionally to client queries via phone, email, and in-person visits.. o Provide detailed explanations of testing standards, methodologies, and sample requirements.

2. Report Management: o Ensure timely dispatch of accurate test reports to clients. o Follow up with clients to confirm receipt of reports and address any clarifications or additional requirements.. o Maintain a proper record of reports sent and feedback received.

3. Internal Coordination: o Act as a liaison between the customer and technical departments, ensuring smooth communication for testing requirements.. o Communicate any urgent or escalated matters to the relevant department to ensure quick resolution. o Coordinate with lab personnel to prioritize urgent tests and communicate timelines to clients. o Provide status updates on ongoing tests and resolve issues arising during the process.

4. Customer Relationship Management: o Build and maintain strong relationships with existing clients by providing excellent service and follow-ups. o Proactively gather feedback from clients to improve service quality and address areas of concern. o Assist in client retention by addressing their needs and ensuring high satisfaction levels.

5. Data Management and Documentation: o Maintain accurate records of all customer interactions, queries, complaints, and resolutions in the companys CRM system or other data management tools o Update and organize sample data, report dispatch records, and customer feedback logs. o Generate and share periodic reports on customer service activities with the management.

6. Compliance and Quality Assurance: o Ensure all customer service activities adhere to the ISO and NABL standards of the laboratory. o Adhere to company protocols for confidentiality, data security, and service quality. o Participate in internal and external audits as required

7. Support for Business Development: o Identify opportunities to upsell or cross-sell additional testing services based on client needs. o Provide insights from customer interactions to the sales and marketing teams for service improvement and business growth. o Assist in onboarding new clients by providing excellent service during their initial interactions.

8. Problem-Solving and Escalation: o Identify, investigate, and resolve customer complaints efficiently. o Escalate unresolved or critical issues to the appropriate authority with complete background details for prompt resolution.

9. Administrative Support: o Manage customer-related administrative tasks, including invoicing, documentation, and coordination for sample pickups.. o Assist in preparing reports and presentations for internal meetings or client reviews.. o Ensure smooth execution of day-to-day customer care operations

Customer Interface:

Internal Customers: All departments within the organization

External Customers: Client

Qualification, Skills & Knowledge:

• Graduation in any field; experience in customer care is an advantage.
• Proficiency in MS Office and CRM tools.
• Fluency in English, Hindi and Marathi

Functional Competencies

• Customer Service Skills: Ability to handle customer inquiries and resolve issues effectively.
• Communication Skills: Strong verbal and written communication to interact professionally with clients.
• Coordination Skills: Efficiently coordinate with internal teams for seamless operations.
• Time Management: Prioritize tasks and manage multiple client interactions.
• CRM & MS Office Proficiency: Knowledge of CRM tools and basic MS Office applications.
• Problem-Solving: Ability to analyze customer issues and provide practical solutions.