Role Overview

The Customer Sales Representative (CSR) is responsible for handling retail customer inquiries, driving order conversions, and providing end-to-end support throughout the customer buying journey. This role plays a critical part in converting inquiries into completed orders while ensuring a positive, professional, and consistent customer experience across all communication channels.

The ideal candidate is sales-oriented, customer-focused, detail-driven, and capable of handling both sales execution and basic customer support in a fast-paced, app-driven environment.

Core Focus Areas

1. Retail Sales & Order Conversion – Turn inquiries into completed orders
2. Customer Support & Experience – Provide reliable, friendly, and solution-oriented service
3. Order Processing & Coordination – Ensure accurate and timely order handling
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5. Sales Tracking & Compliance – Support reporting, process adherence, and brand consistency

Roles & Responsibilities

A. Retail Sales & Order Conversion

• Respond to inbound retail customer inquiries via:
• Chat
• Social media
• Messaging platforms
• Other assigned communication channels
• Assist customers with:
• Product inquiries
• Pricing
• Availability
• Order options
• Guide customers through the end-to-end ordering process to ensure successful order placement
• Proactively follow up on inquiries to:
• Increase conversion rates
• Reduce abandoned or incomplete orders
• Upsell or cross-sell relevant products when appropriate to maximize order value

B. Customer Support & Experience

• Provide accurate, timely, and professional responses to customer questions or concerns
• Handle basic customer issues, including:
• Order clarifications
• Delivery timelines
• Simple complaints or concerns
• Escalate complex or unresolved issues to the appropriate internal teams when necessary
• Maintain a friendly, trustworthy, and solution-oriented approach in all customer interactions

C. Order Processing & Coordination

• Accurately capture and process customer orders in BuyNextDoor’s system
• Coordinate with:
• Internal teams
• Partner hubs
• regarding order fulfillment and order status
• Ensure all order details are correctly recorded, including:
• Product information
• Pricing
• Delivery instructions
• Monitor order progress and proactively update customers when needed to manage expectations

D. Sales Reporting & Tracking

• Maintain basic and accurate records of:
• Customer inquiries
• Orders
• Conversions
• Track daily sales activities and submit simple sales or activity reports as required
• Flag recurring customer concerns, objections, or sales blockers to help improve:
• Processes
• Scripts
• Customer experience

E. Process Compliance & Brand Representation

• Follow BuyNextDoor’s:
• Sales scripts
• Standard operating procedures (SOPs)
• Customer handling guidelines
• Ensure compliance with:
• Company policies
• Pricing rules
• Promotional mechanics
• Represent BuyNextDoor’s brand voice, values, and professionalism consistently across all customer interactions

Qualifications

• Experience in sales, customer service, or a related role is an advantage
• Strong written and verbal communication skills
• Comfortable handling customer inquiries across digital platforms
• Detail-oriented with strong follow-through skills
• Ability to multitask and manage high inquiry volumes
• Customer-focused mindset with a sales-driven approach
• Comfortable working in a fast-paced, growth-stage environment

Why This Role Is Critical

This role directly impacts BuyNextDoor’s ability to:

• Convert inquiries into sales
• Deliver a consistent and reliable customer experience
• Ensure smooth order fulfillment and communication
• Maintain brand trust at the retail level