About the Role
This position is focused on providing essential support in sales operations and customer service. You will be the primary point of contact for customers, ensuring that their inquiries are accurately captured and directed to the appropriate sales team member or supervisor. By managing customer requests effectively, preparing quotations, and processing orders accurately, you will contribute to exceptional customer experiences while upholding the company’s values.
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Key Responsibilities:
Core Sales Operations
- Receive all inquiries from customers through email, telephone, or fax, ensuring that the requirements are correctly understood and captured. Direct new inquiries to the relevant sales team member or supervisor.
- Register customer inquiries into Salesforce.
- Prepare quotation revisions in the ERP System/Salesforce platform; verify price, BOQ, quantity, delivery information, and discount in the quotation prior to sending it to customers to ensure accurate information is provided. In case of additional discounts requested, escalate the inquiry to the respective Channel Sales Executive and respond to the customer accordingly.
- Upon receiving the LPO from the customer, verify the quantity and price against the provided quotation. Collaborate with the Channel Sales Executive and the customer to resolve any discrepancies.
- Ensure that the sales order captures all accurate customer information (delivery location, contact person, etc.).
- Process orders by entering them into the system and submitting them to the delivery team. Ensure that the customer requested dates are accurately updated in the sales order.
System & Process Support
- Process sample sales orders with full details, including special requests, and forward to the Head of Department for review and approval.
- Coordinate with Supervisor/Sales Executives to get new material codes, process them in the system, and follow up with Supply Chain and Finance until the code is created in the system as per the new process map within 48 hours from the request date.
- Coordinate any changes to item code updates in the ERP in case of specification changes or unavailability.
Customer Experience & Issue Resolution
- Support customer complaints by providing accurate information on queries.
- Maintain confidentiality by not disclosing company policies, procedures, customer information, product details, pricing structures, or any other sensitive information to unauthorized individuals. Ensure zero errors in causing customer complaints.
Organizational Values & Compliance
- Perform other responsibilities as assigned by the line manager.
- Foster a work culture built on the foundations of the organizational core values of Caring, Learning, and Performance.
- Ensure adherence to company policies and procedures.
Qualifications:
- Graduate with 2 years of experience in Sales and/or Customer Service.
- Acceptable knowledge of sales operations, workflows, and processes.
- Knowledge of CRM and ERP systems would be an advantage.
- Good communication skills in English.
