Customer Service Executive

About the role

The Customer Service Executive (CSE) plays a crucial role in supporting the Plumbing/Project Team by preparing quotations, addressing customer inquiries, and ensuring exceptional customer satisfaction. This position involves daily coordination with internal Sales Engineers (SE) to ensure efficient fulfilment of customer requirements. The CSE is also responsible for sourcing parts, maintaining accurate customer records, and coordinating closely with the Sales and Operations teams to meet customer needs and ensure the seamless execution of sales activities.

Key Responsibilities

Sales Support & Quotation Management

·      Prepare and issue accurate quotations based on customer requirements and follow up on potential sales.

·      Liaise with Site Engineers to understand customer needs and provide necessary support.

·      Assist in the preparation of sales proposals and offer technical solutions where appropriate.

Inter-Section/Departmental Coordination

• Covering for colleagues’ duties when required to ensure smooth workflow and operations across teams, collaborate with other departments as needed.
• Liaise with the Operations and Purchasing teams to ensure timely sourcing of products to meet customer demands.

Purchasing & Product Sourcing

• Support purchasing roles by ensuring that materials and products are sourced in line with customer requirements and job timelines.
• Assist in sourcing and evaluating products and suppliers, negotiating pricing, and ensuring lead time clearly defined.

Administrative & Documentation Tasks

• Maintain and update customer databases, ensuring accurate and up-to-date information including customer details, sales history, and service records.

• Organize and file documentation records related to quotations, purchase orders, and customer & supplier interactions.

• Handle general customer inquiries through calls, emails and WhatsApp to resolve issues in a timely and professional manner.

• Provide administrative support for sales meetings, product presentations, and other related events.

Customer Satisfaction Monitoring

• Track and monitor customer satisfaction and dissatisfaction, addressing issues where necessary to enhance the overall customer experience.
• Escalate unresolved issues to the Section Team Lead/ Sales Manager or relevant departments for further action.

Additional Responsibilities

• Perform ad-hoc administrative tasks as assigned by the Team Lead.
• Support purchasing tasks and assist in sourcing alternative products when required.
• Assist in maintaining a well-organized filing system for easy access to documentation and records.
• Liaise with the Operations and Purchasing teams to ensure timely sourcing of products to meet customer demands.

About you

• At least 2 years of experience in customer service or the construction industry
• Able to communicate clearly and effectively with customers, colleagues, and suppliers
• Strong organizational and time-management skills
• Good computer literacy, including Microsoft Office
• Able to prepare quotations and handle customer inquiries professionally
• Good coordination and follow-up skills
• Good problem-solving skills and a customer-focused attitude
• Able to work independently and as part of a team
• Able to handle multiple tasks and meet deadlines
• Good attention to detail when handling quotations, purchase orders, and customer records