Torchora
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Key Responsibilities and Required Skills for a Sales and Service Specialist

💰 $48,000 - $70,000

SalesCustomer ServiceBusiness Development

🎯 Role Definition

The Sales and Service Specialist is a cornerstone of our organization, acting as the primary liaison between the company and our valued customer base. This is a dynamic, hybrid role that blends the proactive drive of a sales professional with the empathetic, solution-oriented mindset of a service expert. You are not just closing deals or resolving tickets; you are building lasting relationships, fostering brand loyalty, and directly contributing to revenue growth and customer retention. Success in this position means becoming a trusted advisor to our clients, deeply understanding their needs, and positioning our solutions as the key to their success, all while delivering a world-class service experience.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Junior Sales Associate
  • Retail Sales Consultant

Advancement To:

  • Senior Sales & Service Specialist or Team Lead
  • Account Manager / Key Account Manager
  • Customer Success Manager

Lateral Moves:

  • Sales Operations Coordinator
  • Marketing Associate

Core Responsibilities

Primary Functions

  • Serve as the initial point of contact for all inbound customer inquiries, including phone calls, emails, and live chat, delivering exceptional service and accurate information.
  • Proactively engage with prospective clients to understand their unique challenges and business objectives, conducting thorough needs-analysis conversations.
  • Manage the full sales cycle from initial lead qualification and prospecting to negotiation, closing deals, and ensuring a smooth onboarding process.
  • Develop and maintain a robust sales pipeline, meticulously tracking all activities, opportunities, and customer interactions within the company's CRM system (e.g., Salesforce, HubSpot).
  • Articulate the value proposition of our products and services through compelling presentations, demonstrations, and tailored proposals.
  • Master an in-depth knowledge of our complete product suite, staying current with new features, updates, and competitive positioning.
  • Address and resolve customer issues, complaints, and escalations with a high degree of professionalism and empathy, aiming for first-contact resolution.
  • Identify and pursue up-sell and cross-sell opportunities within the existing customer base by understanding their evolving needs and usage patterns.
  • Follow up with customers post-sale and post-service interaction to ensure their satisfaction and collect feedback for continuous improvement.
    pre-built Follow up with customers post-sale and post-service interaction to ensure their satisfaction and collect feedback for continuous improvement.
  • Meet and consistently exceed monthly and quarterly sales quotas and key performance indicators (KPIs) related to both sales and service activities.
  • Prepare and deliver accurate quotes, sales orders, and contracts in accordance with company policies and pricing structures.
  • Cultivate long-term, trusted relationships with key client stakeholders, transitioning from a vendor to a strategic partner.
  • Conduct outbound calls and email campaigns to re-engage dormant accounts or target specific market segments identified by the marketing team.
  • Document all customer communications and account updates with a high level of detail and accuracy to ensure a seamless team and customer experience.

Secondary Functions

  • Collaborate closely with the marketing team to provide valuable front-line feedback on lead quality and campaign effectiveness.
  • Partner with the product development team by relaying customer feature requests and real-world use cases to inform the product roadmap.
  • Assist in creating and updating knowledge base articles, FAQs, and other customer-facing support documentation.
  • Participate in regular team meetings and training sessions to enhance sales techniques, product knowledge, and service delivery skills.
  • Generate and analyze regular reports on sales performance, pipeline health, and customer satisfaction metrics for management review.
  • Support senior sales team members with research, lead generation, and administrative tasks for larger, more complex accounts.
  • Contribute to a positive and collaborative team environment by sharing best practices, offering support to colleagues, and celebrating team wins.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software Proficiency: Hands-on experience with CRM platforms like Salesforce, HubSpot, or Zoho for pipeline management and customer tracking.
  • Sales Pipeline Management: Demonstrated ability to manage leads and opportunities through various stages of the sales funnel.
  • MS Office / Google Workspace: High proficiency in creating documents, spreadsheets, and presentations (Excel/Sheets, Word/Docs, PowerPoint/Slides).
    -Quoting & Order Processing: Experience using quoting or ERP software to generate sales orders and customer invoices.
  • Product Knowledge: The ability to quickly learn and master a complex product or service offering and articulate its benefits clearly.
  • Data Entry & Management: Fast and accurate typing skills with a keen eye for detail in maintaining customer records.

Soft Skills

  • Active Listening: The crucial ability to genuinely hear and understand a customer's stated and unstated needs and concerns.
  • Empathy & Patience: The capacity to connect with customers on a human level, showing patience and understanding, especially during difficult situations.
  • Negotiation & Persuasion: Skillfully navigating conversations to reach mutually beneficial outcomes and effectively influencing decision-making.
  • Resilience & Adaptability: Maintaining a positive and motivated attitude when facing rejection or challenges, and adapting quickly to changing priorities.
  • Problem-Solving: A logical and creative approach to identifying the root cause of a problem and finding an effective, timely solution.
  • Exceptional Communication: Articulate, professional, and clear communication skills, both written (email, chat) and verbal (phone, video calls).
  • Time Management & Organization: The ability to effectively prioritize a high volume of competing tasks, from urgent customer issues to long-term sales follow-ups.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED.

Preferred Education:

  • Bachelor’s Degree.

Relevant Fields of Study:

  • Business Administration
  • Marketing
  • Communications

Experience Requirements

Typical Experience Range: 2-4 years of relevant experience in a customer-facing role.

Preferred: Direct experience in a role that formally combined sales responsibilities (like lead generation, quoting, or closing) with customer service duties (like technical support, account inquiries, or issue resolution), particularly within a B2B or SaaS environment. Proven track record of meeting or exceeding performance targets.

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