Job Description
Job Responsibilities • Act as the primary source of contact for customer inquiries, orders and day-to-day coordination. • Create and maintain accurate customer accounts records in the system • Provide timely and professional customer service to Customers / Agents/ Distributors within the assigned geographical area. • Provide backup support to team members as needed to ensure continuity of operations • Support the Global Commercial Director, Regional Business Manager and Area Sales Manager to extract historical sales data and prepare quotations whenever required • Coordinate with Customers/Agents/Distributors on Purchase Order, Sales Order Confirmation and required shipping schedules, aligning delivery timelines based on production lead-time and transit-time • Process customer orders and perform regular follow-up to ensure timely order fulfillment. • Monitor order and shipment status by coordinating with production/planning and logistic teams and ensure timely updates are communicated to customers, especially incase of delays. • Handle customer complaints, provide appropriate solutions within defined timelines, follow through the resolution • Coordinate and ensure completion of customer questionnaires with internal stakeholders • Collect and analyze customer feedback(e.g. customer satisfaction surveys) to support continuous improvement and enhance customer satisfaction. • Build and maintain strong customer relationships through effective communication. • Provide accurate, timely and complete information using appropriate tools and systems • Maintain records of customer interactions, transactions and documentation • Support sample requests and coordinate follow-up on feedback where required • Maintain and manage sales—related documentation (e.g. Corrective Action Report, Customer Article Structure, Customer Satisfaction Surveys • Assist in training new or temporary staff when required • Provide general sales administration support (e.g. application Jurong Island passe
