Job Role

ROLE SUMMARY

The Telesales Team Lead is responsible for driving sustainable revenue growth while safeguarding the organization against mis-selling, stock-related disputes, customer dissatisfaction, and cashflow exposure.

The role exists to professionalize telesales operations by ensuring disciplined sales execution, accurate order processing, ethical customer engagement, and strong cross-functional coordination between Sales, Procurement, Warehouse, Finance, and Logistics.

This position serves as the frontline commercial control point, translating market demand into realistic, deliverable sales commitments that protect company’s reputation, margins, and long-term customer relationships in a regulated pharmaceutical distribution environment.

KEY RESPONSIBILITIES

1. Sales Operations & Revenue Management

• Lead daily telesales operations to achieve approved monthly and quarterly revenue targets.
• Allocate customer portfolios, regions, and daily calling priorities to telesales staff.
• Monitor call volumes, conversion rates, order values, and sales productivity.
• Drive upselling and cross-selling initiatives within approved product and pricing frameworks.

2. Order Processing, Pricing & Sales Accuracy

• Oversee quotation preparation to ensure accuracy, completeness, and compliance with approved pricing.
• Ensure all orders raised align with confirmed stock availability and approved delivery timelines.
• Prevent overselling, price deviations, and unrealistic customer commitments.
• Ensure proper documentation of all sales transactions to support dispatch, invoicing, and audit requirements.

3. Customer Relationship & Service Management

• Manage key wholesale, institutional, and high-value customer accounts.
• Handle escalated customer complaints relating to pricing, stock availability, delivery delays, or documentation.
• Maintain professional, ethical, and solution-oriented engagement with customers at all times.
• Strengthen customer trust through consistent, transparent communication.

4. Cross-Functional Coordination & Internal Alignment

• Work closely with the Procurement Officer to align sales demand with procurement planning and stock availability.
• Coordinate with the Warehouse & Inventory Manager to prioritize urgent or high-value orders.
• Liaise with the Accountant / Finance Manager on payment confirmations, credit accounts, and overdue balances.
• Coordinate with the Logistics & Delivery Supervisor to align delivery schedules with customer expectations.

5. Sales Reporting & Market Intelligence

• Prepare daily, weekly, and monthly sales performance reports.
• Provide management with insights on customer demand patterns, competitor pricing, and market trends.
• Flag operational constraints affecting sales performance early and objectively.

6. Team Leadership, Supervision & Discipline

• Supervise, coach, and mentor telesales executives to improve performance and adherence to procedures.
• Enforce compliance with sales processes, working hours, ethical standards, and documentation requirements.
• Participate in performance reviews, training, and corrective action processes where necessary.

Qualification

QUALIFICATIONS

• Diploma or Bachelor’s Degree in Business, Sales, Marketing, or a related field.
• Minimum 4–6 years’ experience in telesales or B2B sales, preferably within pharmaceuticals, FMCG, or distribution.
• At least 1–2 years’ experience in a supervisory or team lead role.
• Strong customer handling, negotiation, and communication skills.
• Familiarity with ERP, inventory, or order management systems is an added advantage.

CORE COMPETENCIES

• Sales leadership and performance management
• Revenue growth with pricing discipline
• Order accuracy and documentation control
• Customer relationship management
• Cross-functional coordination
• Market analysis and reporting
• Ethical judgment and accountability
• Decision-making under pressure