Sales Cordinator - FMCG

Sales Coordinator - 5 Gallon Water

Department: Sales - 5 Gallon

Industry: Bottled Water / FMCG

Location: UAE

Reports To: Sales Manager / Head of Sales

Job Purpose:

The Sales Coordinator - 5 Gallon is responsible for managing the complete customer order coordination process for the 5 Gallon Water division. The role ensures that customer orders are received accurately, entered into the system, communicated to the relevant sales and delivery teams, and delivered on time while maintaining strong customer service and accurate sales records.

Key Responsibilities:

• Receive and process daily 5 Gallon Water orders from customers through phone calls, WhatsApp, email, sales representatives, and other approved channels.
• Accurately enter customer orders into the company system/ERP and ensure all order details, quantities, locations, delivery schedules, and customer information are correct.
• Coordinate closely with Sales Supervisors, Drivers, Salesmen, Helpers, Warehouse, and Logistics teams to ensure timely order preparation and delivery.
• Monitor pending, scheduled, urgent, cancelled, and completed orders throughout the day.
• Follow up with customers regarding order confirmation, delivery timing, product availability, and any changes to their orders.
• Coordinate new customer registrations, account activation, delivery schedules, and customer master-data updates .
• Support the sales team with quotations, customer information, order history, pricing, promotions, and account-related requirements.
• Track daily sales orders and compare orders received, delivered, pending, cancelled, and rescheduled .
• Handle customer complaints related to delayed delivery, missing bottles, incorrect quantities, service issues, and coordinate immediate resolution.
• Maintain proper records of full bottles, empty bottle returns, deposits, coupons, customer balances, and delivery transactions where applicable.
• Coordinate with Accounts regarding invoices, credit customers, outstanding payments, payment confirmation, and account issues.
• Ensure customer orders are assigned to the correct route, salesman, driver, or delivery team.
• Follow up with sales and delivery teams on undelivered orders and ensure pending orders are closed promptly.
• Prepare and circulate daily, weekly, and monthly sales and order reports to management.
• Maintain accurate customer databases, contact details, price agreements, delivery locations, and special customer instructions.
• Support the Sales Manager and Supervisors with sales performance reports, route performance, customer activity, and order analysis.
• Coordinate between customers and internal departments to ensure smooth sales operations and high customer satisfaction.
• Ensure all order-related documents and records are properly maintained for operational and audit requirements.

Key Performance Indicators - KPIs:

• Order processing accuracy
• Order-to-delivery completion rate.
• Pending order reduction.
• On-time delivery percentage.
• Customer complaint resolution time.
• Daily order confirmation rate.
• Accuracy of sales and customer records.
• Customer satisfaction and retention ...

Requirements:

• Minimum 2-3 years of experience in Sales Coordination, Customer Service, Order Management, or Sales Operations.
• Experience in FMCG, bottled water, beverage, food distribution, or 5 Gallon Water business is highly preferred.
• Strong experience handling high volumes of customer orders and delivery coordination.
• Good knowledge of MS Excel, ERP/Sales Systems, email, and reporting.
• Strong communication and customer-handling skills.
• Ability to coordinate with multiple sales and delivery teams simultaneously.
• Strong attention to detail and ability to work under pressure.
• Good command of English; knowledge of Hindi/Urdu or Arabic will be an advantage.

#J-18808-Ljbffr