CRM Administrator and After-Sales Coordination
3 days ago
Job Summary
We are looking for a detail-oriented Digital Sales and CRM Administrator who will manage our digital Customer Relationship Management (CRM) system, coordinate lead qualification, and oversee after-sales support. This role is pivotal in ensuring a seamless sales and after-sales experience by managing communication, scheduling services, and addressing customer inquiries efficiently.
- CRM and Sales Support
- Maintain and update the CRM system with accurate client and prospect data.
- Manage and track sales leads through the pipeline.
- Respond promptly to incoming sales inquiries via email and phone.
- Qualify leads and assign them to the relevant sales team members with detailed information.
- Assist in preparing and executing email marketing campaigns.
- Monitor campaign performance and provide actionable insights to the sales team.
- After-Sales Coordination
- Manage after-sales support processes through a designated app, ensuring timely service delivery.
- Monitor and schedule all maintenance and service appointments for sold equipment.
- Confirm that all post-sale services are completed according to service agreements.
- Handle incoming after-sales calls and inquiries, resolving issues or escalating them to the appropriate team.
- Maintain a service log for each piece of equipment sold and track its service history.
- Liaise with service technicians, clients, and internal teams to ensure high customer satisfaction.
- Performance Monitoring and Reporting
- Use digital tools to monitor the performance of CRM activities, email campaigns, and after-sales service delivery.
- Generate weekly reports for the Managing Director and relevant team leaders on sales, after-sales, and CRM performance.
- Provide feedback and suggestions to improve sales and after-sales workflows.
- Customer Relationship Management
- Act as the primary point of contact for clients during the after-sales phase.
- Experience: At least 5 years in sales administration, CRM management, or after-sales coordination.
- Technical Skills: Proficiency in CRM platforms (Snov.io, Xero) and after-sales apps. If not, you will be required to learn and adapt in your own time.
- Communication: Excellent verbal and written communication skills.
- Organizational Skills: Highly organized with the ability to manage multiple tasks simultaneously.
- Problem-Solving: Strong problem-solving skills to address client issues efficiently.
- Customer-Centric Approach: A focus on delivering an exceptional customer experience.
- Background in capital equipment of hydraulic and mechanical equipment industry.
- Familiarity with service management tools or apps.
- Experience in digital marketing or email campaign management.
- Proactive and detail-oriented mindset.
- Strong ability to work in a team environment while independently managing responsibilities.
- Analytical mindset to use data to improve processes.
- High level of accountability and reliability in managing customer relationships.
- Competitive salary and benefits.
- Opportunities for professional growth and training.
- A collaborative and innovative work environment.
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