Commercial Sales Coordinator – Heroic

The Commercial Sales Coordinator is responsible for driving revenue growth by leading customer acquisition, managing the sales pipeline, strengthening client relationships, and coordinating cross-functional communication across Operations, Customer Service, Dispatch, Marketing, and Finance.

The Commercial Sales Coordinator is responsible for driving revenue growth by leading customer acquisition, managing the sales pipeline, strengthening client relationships, and coordinating cross-functional communication across Operations, Customer Service, Dispatch, Marketing, and Finance. This role provides direct leadership support to the sales team, executes structured outreach campaigns, monitors performance, and ensures high-quality service delivery from prospecting through post-sale follow-up.

Department: Commercial / Operations
Reports To: Commercial Manager, Strategic Projects & Operations or as assigned
Direct Reports: Sales & Customer Service Representatives (as assigned)
Core Responsibilities
1. Sales Management & Revenue Growth
- Lead execution of the commercial plan, monthly sales targets, and volume objectives.
- Manage pipeline from lead → qualification → quotation → conversion → repeat
business.
- Conduct direct outreach via phone, email, WhatsApp, and structured campaigns.
- Prepare and deliver quotations, proposals, and follow-ups within agreed timelines.
- Maintain and update the CRM / sales tracking database daily.
- Analyze customer buying patterns to identify upsell & cross-sell opportunities.
- Drive expansion into strategic customer segments based on industry/sector data.
- Lead weekly sales huddles and present performance dashboards.
2. Customer Relationship Management
- Build and maintain strong customer relationships for repeat volume and market growth.
- Serve as key point of contact for major customer accounts.
- Resolve client issues promptly and escalate to leadership as required.
- Coordinate site visits, technical reviews, pre-pour and post-pour assessments.
- Ensure timely, accurate communication across Dispatch, QC, and Operations.
3. Sales Operations & Coordination
- Ensure all sales documentation, contracts, and forms are accurate and processed
promptly.
- Manage order processing and work alongside dispatch for scheduling.
- Support pricing accuracy, discount controls, and compliance with DOA.
- Prepare weekly, monthly, and quarterly sales and customer service reports.
4. Training, Team Alignment & Administrative Support
- Train Sales, Customer Service, and Dispatch teams on product knowledge, sales scripts,
customer engagement, and service delivery.
- Support administrative tasks including overtime documentation and payroll submission
for related staff.
- Collaborate with Finance to support invoicing, payment follow-up, and account
reconciliation.
- Support Marketing in executing campaigns, promotions, and customer outreach.
5. Marketing & PR Collaboration
- Align sales targets with marketing campaigns, promotions, and digital/OOH initiatives.
- Provide data to the Marketing team to guide targeted outreach and customer
segmentation.
- Track campaign success, customer engagement, and sales uplift.
6. Compliance & Safety
- Ensure adherence to company safety standards and customer service protocols.
- Support audits and compliance checks related to customer experience and service
execution.
Key Performance Indicators (KPIs)
Sales Performance KPIs
- Monthly Revenue Target Achievement: Meet or exceed monthly sales quotas (to be
issued per business unit).
- Lead-to-Conversion Rate: Minimum 25–35% conversion depending on segment.
- New Customer Acquisition: Minimum 10–15 newly onboarded clients per month.
- Repeat Customer Sales Ratio: 60%+ of monthly revenue from repeat business.
- Sales Pipeline Accuracy: 100% weekly update; forecast accuracy ≥ 90%.
- Quotation Turnaround Time: ≤ 24 hours for standard quotes; ≤ 48 hours for technical
quotes.
Customer Engagement & Service KPIs
- Customer Response Time: ≤ 2 hours during business hours.
- Customer Satisfaction (CSAT): ≥ 90% post-service feedback.
- Complaint Resolution Time: Issues closed within 48 hours unless escalated.
- Pre- & Post-Pour Visit Completion: 100% completed and documented.
Team Leadership & Administrative KPIs
- Sales Huddle Execution: Weekly with minutes & dashboard submitted.
- Training Conducted: Minimum 2 internal training sessions per month.
- CRM & Reporting Compliance: Dashboard updated daily; weekly report on Fridays.
- Documentation Accuracy: Zero discrepancies in customer documentation, pricing, and
account records.
Marketing Alignment KPIs
- Campaign Activation Support: 100% readiness and follow-through for each campaign.
- Outbound Outreach for Campaigns: Minimum 50 targeted contacts per campaign cycle.
- Reporting on Campaign Performance: Insights submitted weekly to Marketing &
Leadership.
Qualifications, Skills & Leadership Competencies
- Minimum 5 years’ experience in sales; 3 years in team leadership.
- Experience in planning and executing sales strategies and customer retention programs.
- Strong data-driven decision-making skills; proficiency with CRM tools.
- Excellent verbal and written communication skills.
- High attention to detail and accuracy.
- Ability to motivate and guide team members.
- Strong customer service orientation and problem-solving capability.
- Proficiency in Microsoft Office Suite and sales software.
- Ability to work independently and exercise sound judgment