Sales Support Executive Job Description and KRAs

A Sales Support Executive helps the sales team and customers from the back office, handling order processing, customer queries, documentation and after sales coordination. They keep orders moving, answer customer questions and support salespeople with the paperwork and follow up a deal needs. A good sales support executive keeps customers informed, resolves issues quickly and keeps records clean. The role reports to a sales or support manager and keeps the sales process running smoothly behind the scenes.

Detail	For this role
Department	Sales and Business Development
Level	Entry level
Reports to	Sales Manager
Direct reports	None
Experience	Fresher or up to 3 years in sales support or customer service

Sales Support Executive job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: Sales Support Executive

Department: Sales and Business Development

Reports to: Sales Manager

Location: [City], [office, branch or site]

About the role

Key responsibilities

Process orders, quotations and sales documentation accurately and on time.
Answer customer queries on orders, delivery, pricing and after sales matters.
Coordinate with sales, dispatch and service to fulfil customer requests.
Track order status and keep customers updated until delivery.
Prepare sales documents, contracts and forms for the sales team.
Handle after sales coordination such as returns, replacements and service.
Maintain accurate customer and order records in the system.
Support the sales team with reports, data and follow up reminders.
Escalate issues that need a salesperson or manager to act.
Report support activity and pending items to the reporting manager.

Requirements

Graduate in commerce, business or a related field
Good communication and coordination skills
Comfort with systems and documentation
Fresher or up to 3 years in sales support or customer service

KRAs and KPIs for a Sales Support Executive

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Order accuracy	Orders and documents processed accurately with minimal errors
Query resolution	Customer queries resolved within the agreed time
Order tracking	Customers kept updated on order status without follow up from them
After sales	After sales requests coordinated within the agreed time
Data accuracy	Customer and order records kept accurate
Support	Sales team support requests handled within the agreed time

Skills and tools

Sales supportOrder processingCustomer serviceCoordinationDocumentationCRM and system useMS ExcelAttention to detailCommunication

Tools used day to day: CRM platform, Order management system, MS Excel, Email, Ticketing tools.

Reporting line and career path

Moves up from: Fresher, Customer Support Executive, Data Entry Operator
Next roles: Senior Sales Support Executive, Sales Coordinator, Sales Operations Executive

Interview questions for a Sales Support Executive

How do you handle a customer chasing an order update?
How do you keep order documentation accurate?
How do you coordinate a delivery across teams?
How do you handle a return or replacement request?
How do you support the sales team without dropping tasks?
Tell me about a customer issue you resolved.

Managing a Sales Support Executive in ZeniaHR

AttendanceGeneral shift, office based since the role supports sales and customers from the desk, sometimes on shifts to match customer hours through the roster. Biometric at the gate or web punch on the approved office network records attendance.LeavePlan leave so customer queries and orders stay covered, especially at month end. As a joiner on probation, leave goes to the reporting manager and then HR, and the probation queue tracks the confirmation review.Performance and KRAsSet the KRAs above as goals typed as KPI in the review cycle, review order accuracy and query resolution monthly, and confirm the executive through the manager's probation review rated 1 to 5, then hold the formal review each quarter.

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Frequently asked questions

What does a sales support executive do?

A sales support executive helps the sales team and customers from the back office. They process orders, quotations and documents, answer customer queries on orders and delivery, and coordinate with sales, dispatch and service. They track orders, handle after sales matters like returns, keep records accurate and support salespeople, keeping the sales process running smoothly.

What is the difference between sales support and customer service?

Sales support focuses on helping the sales process: orders, quotations, documentation and follow up, alongside customer queries tied to sales. Customer service is broader and handles all customer issues, including support unrelated to a sale. The roles overlap, and in many companies a sales support executive does both order handling and customer query resolution.

Is sales support a good entry role?

Yes. Sales support teaches how orders, customers and internal teams connect, and builds coordination, documentation and customer handling skills. It is a good entry for those who prefer the process and service side over field selling. From here you can move into sales coordination, sales operations or a customer facing sales role over time.