Job Description
ROLE SUMMARY
We are looking for a proactive and customer-focused professional 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.
• Maintain complaint analysis reports and identify recurring issues for continuous improvement of the iDEWA knowledge base.
• Coordinate spare-parts requirements for service visits with Stores and Logistics.
Location
Faridabad, Haryana
Experience
2–5 Years
Skills and Qualifications
DESIRED SKILLS
• Excellent verbal and written communication skills in Hindi and English (Hinglish proficiency preferred).
• Strong customer service orientation with a positive attitude.
• Good coordination and follow-up skills.
• Basic understanding of mechanical/electrical equipment (pump, motor, control panel) is preferred.
• Ability to troubleshoot customer issues over the phone.
• Comfortable handling multiple priorities simultaneously.
• Proficient in Microsoft Excel, Email, WhatsApp Business, and CRM/software applications.
• Strong organizational and documentation skills.
• Ability to work independently while collaborating with cross-functional teams.
QUALIFICATION
• Graduate in any discipline.
• Diploma/B.Tech in Mechanical or Electrical Engineering will be an added advantage.
EXPERIENCE
2–5 years of experience in any of the following: Inside Sales, Customer Support, Service Coordination, Technical Support, or Sales Coordination. Experience in pumps, industrial products, electrical equipment, HVAC, motors, compressors, or engineering products will be preferred.
PREFERRED INDUSTRY
• Pumps
• Industrial Equipment
• Electrical Products
• Engineering Manufacturing
• HVAC
• Compressors
• Motors
• Industrial Automation
KEY PERFORMANCE INDICATORS (KPIs)
• Spare Parts Sales Revenue
• Inquiry-to-Order Conversion Rate
• First Call Resolution (FCR)
• Service Complaint Response Time
• Complaint Closure TAT
• Customer Satisfaction (CSAT)
• Quote-to-Order Conversion
• Complaint Documentation Accuracy
• Dealer Follow-up Effectiveness
IDEAL CANDIDATE PROFILE
• Excellent communicator with strong interpersonal skills.
• Customer-centric mindset.
• Process-oriented with excellent follow-up discipline.
• Able to remain calm while handling customer complaints.
• Comfortable learning basic technical troubleshooting.
• Capable of balancing both sales and service coordination responsibilities in a fast-paced environment.
KEY SKILLS
Inside Sales, Service Coordination, Customer Support, Spare Parts Sales, Technical Support, Customer Service, Order Processing, Quotation, CRM, Dealer Management, Complaint Handling, Field Service Coordination, Sales Coordination, Pumps, Motors, Industrial Equipment, Excel, MS Office, Follow-up, Communication Skills.