Department:  Sales / Customer Service
Reporting To:  Internal Sales Supervisor
Purpose of the Role:
The Internal Sales Representative is responsible for supporting the external sales function through the preparation of quotations, processing of customer orders, customer liaison, and coordination between customers, external sales representatives, production, procurement, and logistics.
The role forms an integral part of the overall sales team and works in close collaboration with External Sales Representatives to ensure efficient handling of customer requirements, high service levels, technical accuracy, and commercial compliance in line with company standards and procedures.
Key Responsibilities:
Sales & Customer Support:

Work closely with External Sales Representatives to support customer accounts and sales activities.
Prepare and issue quotations in accordance with customer requirements and company pricing structures.
Process customer orders accurately and within required timelines.
Follow up on quotations and assist External Sales Representatives in converting opportunities into orders.
Maintain strong relationships with customers through professional communication and service delivery.
Coordinate customer requirements with engineering, production, procurement, and logistics departments.
Monitor order progress and proactively provide updates regarding lead times, production status, and deliveries.
Assist in resolving customer queries, complaints, and order-related issues.
Provide administrative and commercial support to the external sales team to ensure efficient customer management.

Commercial & Administrative Duties:

Ensure all quotations and orders comply with company approval procedures and Delegation of Authority requirements.
Maintain accurate sales records and customer information within the ERP system.
Assist with preparation of sales reports, forecasts, pipeline information, and customer sales data.
Support tender and project documentation requirements where applicable.
Ensure compliance with company policies, quality standards, and internal control procedures.
Assist with pricing updates and maintenance of customer price lists.

ERP & System Responsibilities:

Capture and maintain accurate customer and order data in SAP or relevant ERP systems.
Generate sales-related documentation including quotations, sales orders, invoices, and delivery documentation.

Assist with tracking and reporting of sales KPIs and order status
Key Performance Indicators (KPIs):

Quotation turnaround time.
Order processing accuracy.
Customer response times.
On-time delivery coordination.
Customer satisfaction levels.
Sales support efficiency.
ERP data accuracy.
Support effectiveness to External Sales Representatives