Job Description

ROLE SUMMARY
We are looking for a proactive and customer-focused skilled to manage a dual role combining Inside Sales (Spare Parts) and Service Coordination. The incumbent will be responsible for handling dealer and customer spare-parts inquiries, coordinating service requests, providing first-level technical assistance using the iDEWA troubleshooting application, and ensuring seamless coordination between customers, service engineers, stores, and logistics until issue closure. This role is ideal for someone who enjoys interacting with customers, coordinating multiple stakeholders, and contributing to both sales’ growth and customer satisfaction.

KEY RESPONSIBILITIES

Inside Sales – Spare Parts
- Handle inbound spare-parts inquiries and orders from dealers and end customers via phone, email, and WhatsApp.
- Prepare and share quotations for spare parts.
- Follow up on quotations and convert inquiries into orders.
- Coordinate order processing and dispatch with Stores and Logistics.
- Track dealer orders and provide timely status updates.




- Coordinate with Finance for payment follow-ups where required.
- Promote repeat spare-parts business, AMC consumables, and newly launched products to existing dealers and customers.
- Maintain accurate sales records and update CRM/order trackers.

Service Coordination
- Serve as the first point of contact for customer service complaints.
- Understand customer issues and provide first-level troubleshooting support using the iDEWA application.
- Resolve issues remotely whenever possible.
- Register and maintain service complaints in the CRM/service tracker.
- Coordinate field service visits when remote resolution is not possible.
- Assign service engineers based on location and availability.
- Share customer details, complaint history, and required spare parts with engineers.
- Track engineer visits and ensure timely closure of service requests.
- Obtain customer confirmation after service completion.
- Maintai

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