Senior Customer Service Executive
Job Summary
We are seeking a customer-focused and results-driven individual to join our Sales & Marketing team as a Senior Executive or Executive – Customer Service. You will be responsible for driving sales growth, managing customer relationships, and ensuring efficient order processing and satisfaction. This role involves coordinating with suppliers and internal stakeholders to support our dynamic industrial solutions business.
Responsibilities
- Manage customer enquiries, quotations, and order fulfilment.
- Drive sales growth and support business development.
- Build and maintain strong customer relationships.
- Resolve customer feedback and service issues.
- Mentor and guide team members (Senior level).
Required Skills
- Diploma in Business or Engineering.
- Strong communication and negotiation skills.
- Experience in sales support/order processing.
- Proficiency in ERP and CRM systems.
- Technical product knowledge.
Job Details
### Key Responsibilities
**Customer & Sales Support**
- Manage customer enquiries, quotations, and order fulfilment activities.
- Prepare competitive quotations and follow up to secure customer orders.
- Advise customers on product specifications, stock availability, and delivery schedules.
- Identify opportunities for cross-selling and up-selling products and services.
- Negotiate pricing and commercial terms with suppliers and principals.
- Review customer purchasing trends and sales performance to support business growth.
**Order Management**
- Process sales orders accurately and efficiently.
- Coordinate with suppliers, logistics providers, and internal departments to ensure timely deliveries.
- Monitor outstanding orders and proactively update customers on order status.
- Process invoicing and ensure billing accuracy.
**Customer Relationship Management**
- Visit customers to understand their operational needs and business requirements.
- Build and maintain strong relationships with existing and potential customers.
- Update and maintain customer information in CRM systems.
- Support customer retention and business expansion initiatives.
**Problem Resolution**
- Handle customer feedback, complaints, returns, and service issues professionally.
- Coordinate with relevant departments to resolve issues promptly.
- Ensure customer satisfaction throughout the resolution process.
**Team Development (Senior Executive Role)**
- Guide and mentor customer service team members.
- Share best practices and drive continuous improvement initiatives.
- Support capability development and team performance enhancement.
### Requirements
**Qualifications**
- Minimum Diploma in Business, Engineering, Customer Service, Sales & Marketing, or related disciplines.
- Fresh graduates are welcome to apply for Executive positions.
- Candidates with 5 years or more relevant experience may be considered for Senior Executive positions.
**Skills & Experience**
- Sales-oriented with strong customer focus instinct.
- Independent and self-motivated with a strong sense of responsibility.
- Excellent communication, negotiation, and interpersonal skills.
- Good analytical, problem-solving, and decision-making abilities.
- Experience in sales support, order processing, or customer service functions.
- Adaptability to Emerging Technologies (e.g: AI).
- Familiarity with ERP and CRM systems will be an advantage.
- Engineering or technical product knowledge is an advantage.
- Ability to work effectively in a fast-paced and dynamic environment.