The incumbent is responsible for the sales activities, customer satisfaction and works with customers, suppliers and departments to achieve sales, profit, and key performance indicators (KPI) targets for the dedicated industry’s subcluster in alignment with company’s goals and objectives. The incumbent is also responsible for account receivable and performing sourcing activities.
In addition, incumbent is to position the company to be first stop in mind of all customers for electrical, control, lighting, safety, industrial solution and EV charging needs.
*Handle customer sales inquiries which include but not limited to:
- quoting of selling price to meet product’s specifications and following up with official quotations if required.
- advising on stock availability (e.g., using and checking with ERP system).
- reviewing the quotes with customer to secure order.
*Process the orders received which include but not limited to:
- acknowledge of customer orders.
- issuances of sales orders (e.g., customer P.O numbers, pricing, etc).
- raising purchasing request for items to be purchased.
- advising customer on the estimated delivery dates.
- making necessary arrangement for delivery where needed (e.g., contacting customer on projects, special requests for logistics and packing, labelling and bar-coding, etc).
- processing and releasing invoices daily for all relevant sales orders (e.g., billing according to PO, accuracy of costs, billing address, customer P.O numbers, etc).
*Monitor and follow-up on outstanding order status and take necessary actions to fulfil customer orders:
- Use ERP system to check delivery status for customers.
- Work collaboratively with departments, liaise with suppliers and update customers timely.
- Improve and sustain good customer relationship which include but not limited to:
- performing customer visitation.
- follow-up on customer’s inquiry.
*Resolve customer complaints and issues which involve:
- handling issues related to product quality, late delivery, service levels, performance, wrong items, good return, etc.
- escalating unsolved cases to the relevant stakeholders and departments.
- ensuring that customer is satisfied before the case can be closed.
- performing goods return collection (CR) processes before issuing of credit note (if needed) by accounts to ensure timely closing of sales orders and or purchase orders.
*Perform sourcing activities to meet customer requirements and project needs, which include but not limited to:
- verifying customers’ requirements and needs.
- requesting and comparing quotes from various suppliers.
- issuance of purchasing requisition or purchase orders to vendors.
- process the quotation for customer approval with supporting information and samples.
- issuance of payments to suppliers/vendors.
*Participate in continual improvements and apply best practices for management of customer service functions.
