Customer Service Executive
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Responsibilities
- Lead and delegate sales and customer service activities to achieve sales, gross profit, and KPI targets.
- Analyse customer buying trends, forecasts, RFQs, sales performance, stock availability, quotations, and consignment requirements.
- Manage customer enquiries, prepare quotations, advise on product specifications and stock availability, and follow through to secure orders.
- Drive cross-selling and upselling opportunities while identifying new business opportunities locally and overseas.
- Negotiate pricing and commercial arrangements with suppliers and principals to support customer and business requirements.
- Build customer relationships through regular engagement and visits to understand operational, project, and product requirements.
- Supervise order processing, including sales orders, purchase requests, delivery arrangements, invoicing, labelling, barcoding, and other special requirements.
- Monitor outstanding orders through ERP systems and coordinate with customers, suppliers, logistics teams, and internal departments to meet delivery commitments.
- Source suitable products and alternatives to address urgent replacement, project, and stock requirements.
- Resolve customer concerns involving product quality, delivery, service levels, incorrect items, returns, and other order-related matters.
- Coordinate escalations, goods returns, credit notes, and order closure with relevant stakeholders.
- Develop the customer service team's capabilities through coaching, knowledge-sharing sessions, process alignment, and continuous improvement initiatives.
Requirements
- Diploma with minimum 5 years of relevant experience for consideration for a senior-level role.
- Engineering knowledge or relevant technical knowledge.
- Product knowledge relevant to engineering, industrial, control, measurement, monitoring, connectivity, or related solutions.
- Proficiency in Microsoft Office applications and experience using ERP systems.
- Knowledge of sales quotation, order processing, purchasing, invoicing, and customer service processes.
- Demonstrated sales, negotiation, customer relationship management, analytical, problem-solving, and decision-making capabilities.
- Effective written and verbal communication skills for managing customers, suppliers, and internal stakeholders.
- No experience is required for entry-level opportunities.
We regret that only shortlisted candidates will be notified. However, all applications will be updated to our resume bank for future opportunities.
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