Outbound Sales and Customer Service Representative

Our client is a leading provider in the manufacturing and commercial supply industry, known for delivering high-quality water filtration products and innovative solutions. They focus on maintaining operational excellence, robust data integrity, and high standards of service across their expansive business network.

They are now seeking to hire an Outbound Sales and Customer Service professional to deliver exceptional customer experiences while driving sales growth and customer retention. This role serves as the primary contact point for managing customer enquiries, conducting proactive outbound sales calls, and accurately processing orders.

Job Responsibilities

Sales and Customer Experience

• Achieve individual and team sales targets through proactive selling and cross-selling activities
• Provide expert advice on the water filtration product range and guide customers toward appropriate solutions
• Deliver exceptional customer service across phone, email, and online channels
• Build strong customer relationships to maintain high levels of customer satisfaction and retention

Order Processing and Administration

• Process email and phone orders, subscriptions, returns, credits, and quote requests with complete accuracy
• Check delivery schedules and ensure orders are processed for correct delivery dates
• Monitor order progress, manage backorders, and proactively communicate updates to customers
• Prepare and maintain accurate sales and customer service reports

Enquiry and Case Management

• Respond promptly and professionally to customer enquiries, concerns, and complaints to ensure first pass resolution
• Follow up on customer enquiries, outstanding orders, and service cases to ensure full completion
• Handle customer complaints and escalations professionally by identifying root causes and implementing solutions
• Provide advice on after-sales service requests and escalate cases accurately through system workflows

CRM Operations and Team Collaboration

• Maintain accurate, complete, and up-to-date customer records in the CRM platform
• Record all interactions, enquiries, sales activities, and opportunities in a timely manner
• Track customer follow-up activities including call-backs, tasks, and service cases
• Collaborate with internal operations, logistics, and finance teams to resolve customer issues

Requirements

• Proven experience in customer service and proactive outbound sales
• Strong communication and interpersonal skills with high proficiency in written and spoken English
• Excellent problem-solving, negotiation, and conflict resolution capabilities
• High attention to detail and accuracy in data entry and order processing
• Demonstrated ability to multitask, manage competing priorities, and thrive in a fast-paced environment
• Proficiency in Microsoft Office applications and CRM software

Nice-to-Have Skills

• Direct experience using Zoho CRM and Zoho Books
• Prior background in the water filtration, manufacturing, or commercial supply sectors
• Experience managing backorders and coordinating with supply chain or logistics teams