Sales Development Representative

ROLE OVERVIEW

The Sales Development Representative (SDR) is the first point of contact for all inbound enquiries at Lagavi and the custodian of the CRM system. This role is responsible for responding to, qualifying, and nurturing inbound leads while ensuring that Zoho CRM is accurate, updated, and process-compliant at all times.

The SDR plays a critical role in maintaining a high-quality client experience, preventing lead leakage, and enabling the closing team to focus on high-value hospitality and B2B opportunities.

Lead Handling & Qualification

A)Respond promptly to inbound enquiries from:

• Website forms
• Zoho CRM
• WhatsApp Business
• Phone calls
• Emails
• Exhibitions, referrals, and offline leads

B) Understand and capture client requirements, including:

• Client type (restaurant, caf, hotel, gifting, HNI home, etc.)
• Product categories and approximate quantities
• Budget comfort and price sensitivity
• Timelines and urgency
• Decision-maker involvement

C) Qualify leads into Sales Qualified Leads (SQLs) based on defined criteria

D) Politely disqualify low-intent or irrelevant enquiries while maintaining Lagavi's brand warmth

CRM Ownership & Hygiene

A) Own the day-to-day upkeep of Zoho CRM

• Ensure:
• All leads are logged without delay
• Correct lead source tagging
• Accurate contact and company details
• Clear conversation notes and qualification insights

B) Update and manage:

• Lead stages
• Follow-up reminders
• SQL status and handover notes

C) Ensure zero lead leakage across all inbound channels

D) Maintain CRM discipline as per defined SOPs and SLAs

E) Flag data gaps, process issues, or CRM improvements to the sales leadership

Sales Support & Opportunity Creation

A) Share introductory information, catalogues, and basic product guidance

B) Answer preliminary questions on:

• MOQ
• Standard lead times
• High-level customisation possibilities

C) Schedule calls or meetings for:

• Senior Sales Executives
• Account Managers
• Founder's Office (for large or strategic projects)

D) Independently close small-ticket/standard orders, where defined and approved

KPI's

• Speed to first response
• Quality of SQLs (conversion to closed deals)
• CRM accuracy and completeness
• Follow-up adherence
• Lead leakage (should be zero)
• Client experience and communication quality

REQUIRED SKILLS AND QUALITIES

• Strong verbal and written communication (English & Hindi)
• Confident phone, WhatsApp, and email communication
• Strong CRM orientation and data discipline
• Ability to ask structured, intelligent qualifying questions
• High ownership and accountability
• Detail-oriented and process-driven
• Client-first mindset with professional warmth
• Comfortable handling rejection and follow-up

PREFERRED BACKGROUND

• 03 years experience in:
• Sales development
• Inside sales
• Business development
• CRM-led sales roles
• Freshers with strong communication skills and process discipline are welcome
• Experience with Zoho CRM is a strong plus
• Exposure to hospitality, design, or premium brands is preferred