Sales Support Executive

Process, Technology & Support Management

• Ownership: The Sales Support Executive "co-owns" the daily administration of the sales processes. This includes managing the sales order (SO) pipeline, processing sample/demo unit requests, and managing sales team expense claim verification.
• Technology (CRM): This is a core focus. The executive is the CRM Administrator. They are responsible for maintaining data integrity, updating customer/distributor master files, merging duplicate records, and building & running standard reports for the sales team. They are the first-line support for sales team "how-to" questions on the CRM.
• Customer & Sales Support: This role manages the frontline "sales helpdesk." They respond to inbound customer and distributor queries regarding order status, pricing, and invoice discrepancies. They provide rapid support to the sales team on administrative tasks, freeing up their time for selling.
  

Target "Customers" (Stakeholders)

• Internal (Primary): The Frontline Sales Team (ZSH/ASM/Reps). The executive's primary goal is to make the sales team more efficient and productive by handling administrative and system-related burdens.
• Internal (Secondary): Sales Leadership (HSO, NDM) and Finance/SCM. They provide the clean data and processed orders that these departments rely on.
• External Customers: T1 Distributors, T2 Dealers, and Key Labs. They provide professional and efficient customer service for all non-technical/non-sales inquiries (e.g., "Where is my order?").
  

Key Result Areas (KRAs)

• Sales Team Administrative Support
• CRM & Sales Data Integrity
• Efficient Order Process Management
• Customer & Distributor Service Excellence
  

Key Performance Indicators (KPIs)

• Sales Team Support: Internal ticket/query resolution time.
• Customer Support: External query resolution time & customer satisfaction (CSAT) score.
• Data Quality: % accuracy of master data in CRM.
• Process Efficiency: Average order entry/processing time; % of orders processed error-free.
• CRM Adoption: Actively assists the HSO in tracking % of sales team logging activities.
  

Experience & Exposure Needed

• Experience: 2-5+ years in a sales support, sales coordination, customer service, or sales operations role.
• Exposure: Must be an expert-level user of a CRM platform (e.g., Salesforce, Zoho, Microsoft Dynamics) and highly proficient in Microsoft Excel (VLOOKUP, Pivot Tables). Requires exceptional organizational skills, a high degree of attention to detail, and a customer-first communication style. Experience in the IVD, pharmaceutical, or logistics sector is a significant advantage.
  

Field Work & Planning

Reporting & Strategy

• Reporting: This role typically reports to the Head of Sales Operations.
• Strategy: This role does not own strategy but is a key implementer of the sales operations strategy. They execute the processes, enforce the data standards, and provide frontline feedback to the HSO on system/process effectiveness, helping to identify areas for improvement.