Sales Support Coordinator at BURN

About the role

• BURN is seeking a highly organised, analytical, and proactive Sales Support Coordinator to manage the full spectrum of back-office operations for the Partnerships, Wholesale, and Business Development unit. This role ensures seamless execution across the department — enabling sales managers to focus exclusively on lead generation, client engagement, and deal conversion.
• The ideal candidate thrives in fast-paced environments, anticipates needs, and consistently drives accuracy, follow-through, and process excellence. A background as a sales support coordinator supporting sales teams or an executive assistant with sales experience will be a strong advantage.

Duties and Responsibilities

Sales Documentation and Administration

• Prepare accurate quotations, proforma invoices, final invoices, and other sales documents for internal approval and client action.
• Maintain accurate and up-to-date sales data in CRM and internal trackers, ensuring real-time visibility on pipeline, sales performance, and customer activity.
• Maintain and reconcile an up-to-date Accounts Receivable tracker for all B2B partners, monitoring overdue invoices, payment schedules, and compliance with agreed credit terms.
• Support the onboarding of new distributors and partners by managing all necessary documentation, account setup procedures, and export documentation processes in coordination with logistics.
• Manage the contract lifecycle by coordinating with Legal to provide inputs for contract drafting, reviewing agreements, ensuring alignment with internal policies and negotiated terms, and tracking through to final signature.
• Maintain an organized digital repository of executed agreements and sales documents for all customers.
• Participate in cross-departmental meetings to represent Business Development concerns and synthesize information for BD team to act upon.
• Coordinate with Finance on invoicing, payment follow-ups, credit notes, refunds, and departmental expenses to ensure smooth operations.
• Coordinate with Marketing, Sales Enablement, and R&D teams to ensure updated sales collateral, technical sheets, and presentations are available to the BD team.

Customer Service and Business Development Support

• Serve as the primary internal point of contact for customer inquiries, routing requests to appropriate sales managers, coordinating cross-departmental responses, and ensuring timely closure within SLA (72 hours).
• Manage shared inboxes (e.g. Global Sales, Customer Care…) to route customer queries to the appropriate sales manager if needed, track progress via updated tracker, and ensure resolution within SLA (72 hours).
• Participate in client meetings with sales managers, capture action points, and track them to completion across internal teams and relevant sales managers.
• Periodically conduct structured outreach (cold calls, messaging, virtual meetings) to engage potential and existing clients, understand their needs, and develop tailored proposals that communicate BURN's value proposition.
• Track tender opportunities and support submissions by coordinating required materials, documentation, and internal approvals.

 Operations and Delivery Management

• Lead the demand forecasting process by consolidating inputs from sales managers, maintaining forecasting files, and ensuring Operations teams are aligned on future demand/pipeline and contractual commitments for ongoing projects.
• Coordinate with Operations to establish realistic production and delivery timelines, proactively track shipment progress, and communicate deviations or risks to HOD and the relevant sales managers.
• Prepare and consolidate monthly sales and profitability performance analyses by partner, SKU, market, and channel, highlighting key trends, variances, and improvement opportunities.
• Support special projects and strategic initiatives assigned by the HOD, including market analyses, trade investment ROI assessments, process improvements, offsite activation logistics, and preparation of executive reports or presentations.
• Monitor project delivery performance against key metrics, identify gaps, and coordinate corrective measures with internal teams to ensure client satisfaction and improve NPS and CSAT scores.
• Lead post-delivery customer satisfaction surveys, analyze operational and client feedback, maintain a centralized repository, and develop case studies to improve process efficiency and customer experience.
• Prepare professional project completion reports for client delivery, documenting executed scope, key deliverables, performance metrics, outcomes, and lessons learned to reinforce value delivered.

Skills and Experience

• 3–6 years’ experience in sales support, sales administration, customer service, or business operations in a commercial or FMCG/manufacturing environment.
• Strong proficiency in Excel (dashboards, pivots, lookups) and CRM/ERP systems (Zoho and Microsoft Dynamics NAV preferred).
• Demonstrated experience managing cross-functional stakeholders and supporting high-performing commercial teams.
• Excellent attention to detail, written communication, and organisational skills.
• High level of integrity, discretion, and accountability in handling sensitive information.
• Self-directed professional with strong initiative who proactively identifies needs, manages competing priorities, and executes effectively under pressure.