Customer Service Executive

About the role

This role encompasses customer relationship management, inquiry handling, sales support, client on-site visit coordination, and expo customer experience management. You will serve as a key point of contact for clients, manage customer relationships, process orders, and coordinate logistics for factory visits and external events.

Key responsibilities

• Build and maintain strong relationships with existing and repeat customers
• Serve as the primary point of contact for all clients
• Conduct regular check-ins and surveys to ensure customer satisfaction and identify potential issues or opportunities
• Gather and share customer feedback with internal teams (e.g., R&D, Production) to drive continuous improvement
• Collaborate with the sales team to support customer needs and ensure a seamless customer journey
• Manage and implement the customer loyalty scheme, ensuring all data is accurately logged in the CRM
• Efficiently process and manage repeat orders from existing customers
• Handle all incoming inquiries from various channels (email, phone, etc.)
• Qualify and manage inquiries generated through Search Engine Optimization (SEO), passing relevant leads to the Sales team
• Support the overall sales strategy by identifying upsell or cross-sell opportunities with existing clients

About you

• Ability to assist in issuing sales quotation, sales order, delivery order and invoice
• Ability to act as a bridge between the customer and internal departments (e.g., Sales, Production, Logistics, etc.) to resolve issues
• Ability to provide timely and accurate information regarding product specifications, order status, and delivery schedules
• Ability to monitor and follow up on the status of ongoing service jobs or customer orders
• Ability to arrange transportation for delivery
• Ability to liaise with Finance team on sales documentation and debt collection
• Ability to handle logistics for factory visits by current and prospective clients
• Knowledge of visitor access and safety compliance (GMP)
• Ability to explore, research, and coordinate logistics for offline external events such as industry exhibitions, roadshows, and trade shows
• Ability to manage booth organization, material transport, and on-site customer engagement activities

Talent we're looking for

• Minimum Diploma or Bachelor's Degree in Business Administration, Marketing, Mass Communication, Supply Chain Management or a related field.
• Minimum 1–2 years of experience in Customer Service, Sales Administration, Customer Success or Sales Support.
• Experience in Manufacturing, FMCG or B2B environment will be an added advantage.
• Fresh graduates with good communication skills and willingness to learn are encouraged to apply.