Role Overview
As a Sales Operations Specialist, you are a commercial driver responsible for the end-to-end sales liquidation process. Moving beyond a traditional "support" mindset, you will act as a proactive Tele-sales operator, converting inquiries into closed deals, upselling based on inventory knowledge, and ensuring a seamless delivery experience for our customers. This role requires high ownership, negotiation skills, and the ability to coordinate effectively between remote operations and our physical shop teams.
Key Responsibilities
Sales Conversion & Upselling: Proactively manage customer inquiries via chat to close deals and recommend additional products or alternatives based on deep inventory knowledge.
Logistics & Delivery Coordination: Manage and track customer delivery schedules by coordinating with third-party logistics (3PL) providers and the physical shop team to ensure timely fulfillment.
Offline Shop Collaboration: Act as the bridge between remote sales and the physical store to verify stock availability and ensure the customer鈥檚 expectations are met upon delivery or pickup.
Autonomous Problem Solving: You are empowered and required to make small-scale commercial judgment calls to resolve customer issues or save a deal on the spot rather than defaulting to escalation.
Judgment Logging: Maintain a daily log of unique cases and the specific decisions you made. These logs are reviewed during weekly "All-Hands" sessions to refine business logic and team training.
Customer Experience (CX) Drive: Consistently request customer reviews after every successful deal to help the team maintain a target rating of >4.9 stars.
Administrative Excellence: Handle all supporting administrative tasks, sales reporting, and documentation required for daily operations.
Carousell Group
https://careers.smartrecruiters.com/CarousellGroup