Customer Service Representative

The Customer Service Representative is responsible for generating sales, acquiring new clients, and maintaining strong customer relationships through consistent customer engagement. This role requires a proactive, results-driven individual who primarily conducts sales activities from within the office by utilizing phone calls, text messages, emails, video conferencing, social media, and other digital communication platforms to prospect clients, promote products, generate leads, close sales, and maintain customer relationships. The Customer Service Representative plays a vital role in driving business growth, achieving sales targets, and expanding the company's customer base without performing regular field sales activities.

Key Responsibilities:

1. Sales Generation & Client Acquisition

• Generate new leads through networking, referrals, and on-ground prospecting.
• Conduct product presentations and offer solutions based on client needs.
• Negotiate pricing and terms within approved guidelines.
• Close sales and convert prospects into active customers.
• Maintain an updated and active sales pipeline.
• Ensure consistent follow-ups to convert leads into sales.

2. Client Relationship Management

• Manage and maintain relationships with existing clients through phone calls, text messages, emails, video conferencing, social media, and other digital communication platforms.
• Ensure high level of customer satisfaction and retention.
• Address client concerns, coordinate orders, and monitor delivery status.
• Identify repeat business and upselling opportunities.

3. Sales Performance & Target Achievement

• Meet or exceed monthly and quarterly sales targets.
• Execute daily and weekly action plans to achieve assigned quotas.
• Ensure consistent productivity aligned with activity targets (leads & closures).

4. Sales Reporting & Administrative Compliance

• Submit Daily Sales Activity Reports (DSAR).
• Provide weekly and monthly sales reports with performance insights.
• Maintain accurate records for Client Visits, Sales transactions and Opportunities and pipeline status

5. Sales Operations & Coordination

• Coordinate with internal teams for order processing and delivery.
• Ensure timely delivery coordination and completeness of all required documents.
• Monitor and ensure completion of customer orders from processing to fulfillment.

6. Market Coverage & Execution Discipline

• Follow assigned territory coverage plan (area rotation / clustering).

• Ensure no inactive or neglected accounts within the assigned area.

• Provide updates on competitor activity, pricing, and market conditions.

• Maintain strong knowledge of products, pricing, and promotions.

• Stay updated on new product developments and industry trends.