Job Title: Sales Coordinator
Location: Nairobi
Reports To: Head of Sales
Objective/Purpose:
The Sales Coordinator plays a critical administrative and operational role in the Sales Department. This position bridges customer service, sales execution, and internal coordination to ensure data accuracy, process efficiency, and a positive customer experience. The ideal candidate is organized, tech-savvy, and capable of supporting the sales function from inquiry through to post-sale services, including CRM management, ticket resolution, and warranty registration.
Key Responsibilities:
Sales Operations & Efficiency:
- Monitor the Process all incoming sales orders and ensure timely delivery by coordinating with the finance (Invoicing), warehouse, logistics, and production teams.
- Ensure accurate documentation, including quotations, invoices, delivery notes, and dispatch schedules.
- Respond to internal and external sales queries promptly via email, phone, and Zoho Desk tickets.
- Ensure all sales tasks — order entries, sales forecasts, and pipeline updates — are completed on time and with accuracy.
CRM & Data Accuracy:
- Input and update customer data, sales activities, and product information in Zoho CRM with 100% accuracy.
- Confirm accuracy of warranty registration with customers from our dealers to enable aftersales support and warranty tracking.
- Prepare and maintain reports on sales performance, pipeline status, and customer feedback.
Customer Service & Ticket Management:
- Act as the first line of support for Zoho Desk tickets, ensuring all customer inquiries, complaints, and issues are resolved within the agreed SLA timelines.
- Take ownership of customer satisfaction by proactively following up on feedback, issues, and escalations.
- Monitor customer sentiment through surveys and CRM tools, and report findings to support retention strategies.
Reporting & Documentation:
- Generate daily, weekly, and monthly reports: sales performance, order status, stock movement, and dealer activity.
- Prepare sales presentations, internal briefs, and market intelligence reports to support the Head of Sales.
- Monitor financial paperwork such as expense reports, and follow up on reimbursements and claims for the sales team.
Team Collaboration and Support:
- Liaise with marketing, warehouse, logistics, production, and finance teams to ensure alignment across the full sales cycle.
- Coordinate with the service center for warranty, return, and customer service-related actions.
- Support the planning and execution of sales activations, dealer forums, and promotional campaigns.
Key Performance Indicators (KPIs)
- Efficiency & Productivity: Fast and accurate resolution of customer and internal sales queries. Prompt actioning of tickets and email requests.
- Task Completion: Timely execution of all assigned sales coordination activities: reporting, order tracking, pipeline maintenance, etc.
- Customer Satisfaction & Retention: Participation in surveys and feedback collection to improve the customer journey.
- Sales Process Adherence: Strict compliance with company sales procedures and documentation protocols.
- Sales Cycle Time Reduction: Efficient follow-up on order to invoice cycle, with minimized processing delays.
- Financial & Operational Support: Accurate processing and submission of expense reports; follow-up on sales reimbursements.
- Communication: Clear, timely, and professional communication with stakeholders through phone, email, Zoho Desk, and meetings.
- Teamwork & Collaboration: Positive engagement with internal teams and external partners to meet business objectives.
Requirements
Qualifications and Skills:
- Diploma or Bachelor's degree in Business Administration, Sales & Marketing, or a related field.
- 2–4 years’ experience in sales support or coordination, preferably in Consumer Electronics & Home Appliances, retail, or FMCG.
- Practical experience with Zoho CRM and Zoho Desk (or similar platforms).
- Excellent Excel, Word, and PowerPoint skills; familiarity with ERP systems is a plus.
- Outstanding organizational and communication skills in both English and Kiswahili.