: Customer Service & Sales Specialist

Department: Customer Service & Sales

Designation: Customer Service & Sales Specialist

Reports To: Sales / Customer Experience Manager

Job Summary

We are looking for a Customer Service & Sales Specialist to join our tea company and be a key point of contact for our customers. The role is responsible for delivering excellent customer service while actively supporting sales growth, customer retention, and business development.

The ideal candidate will have strong communication and interpersonal skills, a customer-first approach, and the ability to identify sales opportunities through customer interactions. The candidate should also be willing to develop strong knowledge of our tea products, varieties, grades, origins, flavours, packaging, and applications.

Key Responsibilities

Customer Service

- Handle customer enquiries through phone calls, email, WhatsApp, social media, and other communication channels.
- Understand customer requirements and provide accurate information regarding tea products, pricing, availability, packaging, and delivery.
- Assist customers in selecting the right tea products based on their preferences, requirements, and budget.
- Resolve customer complaints, concerns, and service-related issues professionally and promptly.
- Follow up with customers to ensure satisfactory resolution of their concerns.
- Maintain a high standard of customer service and ensure a positive customer experience.

Sales & Business Development

- Promote and sell the company's tea products to existing and prospective customers.
- Convert customer enquiries and leads into sales opportunities.
- Follow up on quotations, enquiries, pending orders, and prospective customers.
- Identify opportunities for repeat purchases, cross-selling, and up-selling.
- Introduce customers to current products, premium teas, seasonal offerings, gift packs, and promotional offers.
- Maintain regular communication with existing customers to generate repeat business.
- Work towards achieving assigned sales targets and customer acquisition goals.

Order Management & Coordination

- Receive and process customer orders accurately.




- Coordinate with production, warehouse, dispatch, logistics, and accounts teams to ensure smooth order fulfillment.
- Monitor order status and keep customers informed about dispatch and delivery schedules.
- Ensure accurate communication of product specifications, quantities, pricing, and delivery requirements.
- Handle order modifications, cancellations, and related customer requests.

Customer Relationship Management

- Build and maintain long-term relationships with customers.
- Maintain accurate customer records, including enquiries, orders, preferences, and follow-ups.
- Conduct regular follow-ups with existing customers to understand their changing requirements.
- Collect customer feedback and communicate relevant insights to the management team.
- Support customer retention initiatives and contribute to building customer loyalty.

Tea Product Knowledge

- Develop in-depth knowledge of the company's tea portfolio.
- Understand different tea varieties, grades, origins, flavour profiles, packaging formats, and product applications.
- Explain product characteristics and recommendations to customers in a clear and engaging manner.
- Stay updated on new product launches, pricing, promotions, and company offerings.
- Communicate the company's product quality and brand values effectively to customers.

Reporting & Administration

- Maintain daily records of customer enquiries, leads, orders, sales, and follow-ups.
- Prepare regular sales and customer service reports as required.
- Update CRM/customer databases accurately and regularly.
- Track pending enquiries and ensure timely follow-up.
- Coordinate with internal departments to ensure smooth customer service operations.

Required Qualifications & Experience





- Bachelor's degree or equivalent qualification preferred.
- 1–3 years of experience in customer service, sales, FMCG, retail, hospitality, food & beverage, or a related industry.
- Experience in the tea, coffee, food, beverage, or FMCG industry will be an added advantage.
- Freshers with excellent communication and sales aptitude may also be considered.

Required Skills

- Excellent verbal and written communication skills.
- Strong customer service and relationship-management abilities.
- Good sales, negotiation, and persuasion skills.
- Ability to understand customer needs and recommend suitable products.
- Strong follow-up and lead-conversion skills.
- Good problem-solving and complaint-handling abilities.
- Comfortable using phone, WhatsApp, email, and social media for customer communication.
- Basic knowledge of MS Office / Google Workspace and CRM systems.
- Good organizational and multitasking skills.
- Ability to work independently as well as coordinate effectively with different departments.
- Target-oriented with a positive and proactive attitude.

Key Performance Indicators (KPIs)

- Sales target achievement
- Lead/enquiry conversion rate
- Customer retention and repeat sales
- Customer satisfaction
- Response and resolution time
- Number of active customer accounts
- Follow-up effectiveness
- Order accuracy
- Customer complaint resolution
- Cross-selling and up-selling performance

Preferred Attributes

- Passion or genuine interest in tea and the beverage industry.
- Customer-first mindset.
- Confident and pleasant personality.
- Commercial awareness and sales orientation.
- Ability to build long-term customer relationships.
- Willingness to learn about tea varieties, quality, sourcing, and product applications.
- Professional communication and strong attention to detail.

Role Objective The Customer Service & Sales Specialist will play an important role in ensuring that every customer receives excellent service while contributing directly to sales growth, repeat business, customer retention, and overall brand experience.

Work Location: In person

📌 Customer Service/Sales Assistant (Matigara)
🏢 Aman Tea Group
📍 Matigara