Job Objective Respond to leads and customers interested in Flaviense’s products across multiple channels—phone, WhatsApp, email, and website chat—qualifying leads, answering questions, initiating the first commercial contact, and forwarding orders for quotation or closing. This role serves as the entry point for many sales, especially for individual consumers or smaller orders. Key Responsibilities * Promptly respond to inbound inquiries (phone, WhatsApp, chat, email) from individuals interested in Flaviense’s products (e.g., wood, doors, panels, hardware, etc.). * Identify the customer’s profile and needs; collect contact information and order requirements; record all details in the CRM. * Follow the defined sales process step-by-step (sales funnel, opportunity funnel, follow-up, scheduling, callbacks, proposal delivery, quotation). Strict adherence to the system is essential. * Track leads through to conversion: send quotations, negotiate terms, clarify payment conditions, delivery timelines, and freight/delivery arrangements. If immediate closure is not achieved, ensure scheduled follow-ups are carried out. * Forward confirmed orders to the responsible team (store, warehouse, shipping department) or schedule pickup/delivery according to logistics management. * Maintain a complete interaction history and status updates in the CRM—each action, each follow-up, and responsibility for timely system updates. * Collaborate with marketing and sales teams to provide feedback on market demand, common customer questions, and opportunities to improve service workflows. * During seasonal campaigns or promotions, proactively communicate with the lead/customer database via emails, WhatsApp messages, or calls, following the predefined outreach flow. Requirements and Desired Profile * Minimum education: completed high school. Technical or undergraduate degree in Business Administration, Sales, Marketing, or related fields is preferred. * Prior experience in telephone support or inside sales (call-center, inside sales). Experience in construction materials, carpentry, wood products, or B2C/B2B retail is desirable. * Strong interpersonal communication skills—clear, courteous, assertive, and concise. Ability to listen actively, diagnose needs, and explain products simply. * Organizational and disciplined mindset to adhere strictly to processes and schedules—not just “answering calls,” but completing every step, recording data accurately in the CRM, and executing follow-ups. * Proficiency with digital tools: CRM/ERP systems, WhatsApp Business, email, and online chat platforms. Adaptability across multiple communication channels. * Goal-oriented: measured by number of leads handled, conversion rate, response time, and follow-up execution. Behavioral Competencies * Proactivity—do not wait for customers to respond; know when and how to reinitiate contact where sales potential exists. * Resilience and patience—handle questions, indecision, and prolonged negotiations while maintaining a courteous and professional demeanor. * Agility and discipline—respond quickly, record all information accurately, and strictly follow established workflows and rules. * Empathy—understand the customer’s context (carpentry, construction, renovation, personal use) and provide appropriate guidance on products/services. Authority and Reporting * Reports to the Sales Supervisor / Commercial Manager. * Does not have authority to set margins or pricing—follows policies defined by the Commercial Department.