Outsourced Sales Executive – B2B Customer Support (USA Market)

Resource Requirements Document

Outsourced Sales Executive – B2B Customer Support (USA Market)

1. Purpose of This Document

This document outlines our expectations, requirements, and service standards for Sales Executive resources to be provided by your organization from your internal employee pool. The objective is to ensure clarity on role scope, skill requirements, performance expectations, and compliance while outsourcing this function.

2. Engagement Overview

● Engagement Type: Outsourced human resource / staff augmentation

● Resource Location: India

● Customer Market Served: United States (B2B clients)

● Industry: B2B Sales, Wholesale & Distribution

● Reporting To: Our internal Sales / Operations Manager

● Working Model: Dedicated resource(s) assigned exclusively to our account

3. Role Summary

The Sales Executive will be responsible for providing end-to-end B2B customer support to our USA-based clients. The role focuses on customer communication, order processing, account follow-ups, and coordination with internal teams to ensure smooth business operations and high customer satisfaction.

4. Scope of Responsibilities

The outsourced resource is expected to perform, at a minimum, the following functions:

4.1 Customer Support & Communication

● Provide professional and timely support to USA-based B2B customers

● Communicate via phone calls, emails, and approved messaging platforms

● Handle customer inquiries related to orders, products, pricing, and account status

4.2 Order Management

● Accurately take and process customer orders

● Enter and manage orders using POS / ERP systems

● Ensure data accuracy and adherence to internal order-processing procedures

4.3 Account Follow-ups

● Conduct regular follow-ups on customer orders, deliveries, and payments

● Maintain ongoing communication to support customer retention

● Escalate issues or delays to internal teams when required

4.4 Data & System Management

● Maintain up-to-date customer records in internal systems

● Ensure confidentiality and accuracy of all customer and business data

4.5 Internal Coordination

● Coordinate with operations, inventory, and logistics teams

● Support timely order fulfillment and issue resolution

4.6 Sales & Relationship Support

● Support sales initiatives aimed at repeat business and account growth

● Build and maintain long-term professional relationships with customers

5. Resource Qualification Requirements

The resource(s) provided must meet the following mandatory criteria:

5.1 Education

● Minimum Bachelor's degree (mandatory)

5.2 Professional Experience

● Minimum 3 years of experience in one or more of the following areas:

○ B2B sales

○ Sales support

○ Customer support

○ Customer support for wholesale or distribution businesses

5.3 Language Proficiency

● Fluency in Hindi, and English (spoken and written)

● Speaking Gujarati is a Plus

5.4 Technical Skills

● Strong working knowledge of:

○ Computers and operating systems

○ Email communication

○ Ticket and tasks management using systems

○ Online tools and documentation platforms

● Prior experience with POS, ERP, or CRM systems is highly preferred

5.5 Soft Skills & Work Ethic

● Excellent verbal and written communication skills

● Strong follow-up and customer-handling abilities

● High attention to detail and accuracy

● Ability to work independently with minimal supervision

● Professional demeanor when dealing with international clients

6. Time-Zone & Availability Requirements

● Ability to coordinate and work according to USA business hours as required

● Flexibility to attend calls or meetings aligned with US time zones

7. Candidate Preference

● Only female candidates should be proposed for this role

8. Performance Expectations

The outsourced resource(s) are expected to:

● Maintain high customer satisfaction levels

● Ensure accuracy in order processing and data management

● Demonstrate reliability, consistency, and professionalism

● Adhere to agreed SLAs, KPIs, and reporting requirements

9. Compliance & Confidentiality

● All resources must comply with our internal policies and procedures

● Strict confidentiality of customer, pricing, and business data must be maintained

● No customer or internal data may be reused, shared, or disclosed outside the scope of this engagement

10. Replacement & Continuity Expectations

● The service provider must ensure continuity of service

● In case of resource attrition or underperformance, timely replacement with a similarly qualified resource is expected

● Adequate handover and knowledge transfer must be ensured