CRM Administrator and After-Sales Coordination

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.

Key Responsibilities

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.

• 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.

• 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.

Qualifications and Skills

• 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.