Inside Sales And Customer Solutions Executive – IVD

Inside Sales and Customer Solutions Executive – IVD

Location: Bangalore

Employment: Full-time, work from office

Industry: In-vitro diagnostics, diagnostic instruments, reagents and laboratory supplies

Experience: 2–5 years of relevant experience

Reporting to: Management

About the role

We supply diagnostic instruments, reagents and laboratory products to laboratories, hospitals and distribution partners.

We are looking for a proactive Inside Sales and Customer Solutions Executive who can respond promptly to enquiries, understand customer requirements, prepare accurate quotations, follow up consistently and convert opportunities into confirmed orders.

The person will also support our freelance and field sales partners with pricing, product information, availability and quotation follow-up. Technical understanding is valuable, but the position requires daily sales execution, accurate records and personal ownership of pending work.

Key responsibilities

1. Customer enquiries and lead qualification

• Respond promptly to enquiries received through phone, WhatsApp, email and sales partners.
• Understand the customer’s laboratory, instrument model, product requirement, quantity, purchase timeline and decision-making process.
• For relevant enquiries, capture current reagent usage, pack-size requirements and estimated consumption.
• Qualify leads and record the next action and follow-up date.
• Explain approved product features and commercial options clearly.
• Coordinate technical clarification where required and follow through until the customer receives an answer.

2. Quotations and order conversion

• Prepare accurate quotations using approved prices, product codes, pack sizes and commercial terms.
• Verify stock availability and expected delivery timelines before making commitments.
• Follow up on quotations, answer questions and work towards order confirmation.
• Handle routine price discussions within approved limits; seek approval for exceptions.
• Record reasons for delayed, lost or declined quotations.
• Confirm product, quantity, rate, billing details, delivery address, payment terms and special instructions before handing over an order for billing.
• Maintain quotation versions and written customer confirmations.

3. Support for freelance and field sales partners

• Act as the office contact for sales partners requiring quotations, pricing, brochures, availability and order updates.
• Record the source and ownership of each enquiry to avoid duplicate follow-up.
• Coordinate pending technical and commercial clarifications with management.
• Keep sales partners informed of quotation, order and dispatch progress.
• Maintain accurate records needed to verify sales attribution under the company’s agreed arrangements.
• Escalate unresolved issues with the facts and a proposed next action.

4. Existing-customer follow-up

• Maintain regular contact with existing customers for repeat orders and upcoming requirements.
• Use purchase history to identify customers due for replenishment or showing reduced purchasing.
• Identify relevant additional product opportunities based on verified customer requirements.
• Keep customer contacts, instrument details and purchase preferences updated.
• Acknowledge complaints promptly, record the issue and coordinate resolution with the appropriate team.
• Support payment reminders and commercial clarification using outstanding information supplied by accounts.

5. Product and technical understanding

• Learn the company’s diagnostic instruments, reagents, consumables, pack sizes and approved applications.
• Read product literature and communicate relevant specifications in clear language.
• Help customers identify suitable options using approved product and compatibility information.
• Coordinate demonstrations, application discussions or service support with the relevant person.
• Obtain confirmation before making commitments about compatibility, performance or technical suitability where information is uncertain.
• Maintain an organised collection of current brochures, product information and frequently asked questions.

6. Routine supplier and order coordination

• Coordinate with the company’s small group of established suppliers for availability, current quotations and delivery commitments.
• Follow up on approved purchases and maintain written records of supplier commitments.
• Work with accounts on purchase requirements, approvals and documentation.
• Obtain warehouse updates and communicate realistic dispatch timelines to customers.
• Follow up on delivery exceptions with the warehouse or transporter when customer intervention is required.

Customer response, quotation follow-up and sales-partner support are the primary responsibilities. Routine physical packing, stock entry and pickup execution remain with the warehouse team.

7. Records and reporting

• Maintain customer, lead, quotation and order trackers in the company’s CRM, software or prescribed Excel format.
• Record the owner, next action and target date for every active opportunity.
• Provide a concise daily update on new enquiries, pending quotations, confirmed orders and unresolved issues.
• Track quotation conversion and reasons for lost opportunities.
• Keep business contacts and communication records in company-controlled systems.
• Verify facts before escalating issues and suggest practical solutions.

Education and experience

• BE/BTech or diploma in Biomedical Engineering, Electronics and Communication Engineering, Electronics or Instrumentation is preferred.
• Candidates with BSc qualifications in Medical Laboratory Technology, Biotechnology, Biochemistry, Microbiology or related sciences may also be considered.
• Other graduates with strong, directly relevant IVD sales or sales-support experience are welcome.
• Minimum two years of relevant inside sales, technical sales, quotation handling or sales coordination experience.
• Experience selling or supporting diagnostic instruments and reagents is strongly preferred.
• Candidates must demonstrate personal involvement in customer follow-up and order conversion, regardless of their previous designation.

Essential skills and working style

• Clear, professional spoken and written communication.
• Persistent follow-up and the ability to maintain several open opportunities accurately.
• Confidence speaking with laboratory owners, purchase teams, distributors and sales partners.
• Ability to prepare quotations, work with Excel and use email, WhatsApp and business software.
• Commercial accuracy with prices, quantities, discounts and payment terms.
• Willingness to learn technical products and seek clarification when needed.
• Ability to complete routine work independently within defined approval limits.
• A practical, cooperative approach to working in a small, growing team.

Languages

Working proficiency in English and Hindi is required for customer and sales-partner communication. Kannada, Telugu or other regional languages are an advantage.

Work arrangement

This is primarily an office-based individual-contributor role. Occasional customer visits, product demonstrations or operational support may be required. The employee is expected to personally prepare quotations, make follow-up calls and maintain records.

Performance measures

• Timeliness of customer and sales-partner responses.
• Quotation accuracy and turnaround time.
• Completion of scheduled follow-ups.
• Conversion of qualified opportunities into orders.
• Repeat-order follow-up and customer retention.
• Accuracy and completeness of order handovers.
• Quality of product information and technical escalation.
• Reduction in routine matters requiring management intervention.