Customer Service Executive

About the role

This role supports the outdoor sales team on quotation generation and appointment setting with potential customers. You will source new sales opportunities through inbound lead follow-up and outbound cold calls and emails, routing qualified opportunities to appropriate sales executives. You will execute customer purchase orders, coordinate deliveries, and ensure smooth freight operations and documentation procedures. The role involves identifying risks in business process changes, implementing improvement solutions, and maintaining customer focus by responding promptly to enquiries, resolving complaints, and investigating issues. You will maintain advanced knowledge of customer service processes across business segments and work as part of a team to achieve departmental objectives.

Key responsibilities

• Support outdoor sales team on quotation generation and appointment setting with potential customers
• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
• Route qualified opportunities to appropriate sales executives for further development and closure
• Execute customer purchase orders and coordinate deliveries for assigned customers
• Ensure smooth running of freight operations and documentation procedures
• Identify risks associated with different approaches to business process change in order fulfilment
• Implement business process improvement solutions to achieve effectiveness in customer service operations
• Resolve customer complaints by driving for solutions and taking ownership of queries
• Maintain advanced working knowledge of customer service processes for different business segments
• Assist with special projects and provide backup to Reporting Manager when necessary

Requirement

• Diploma in any discipline with at least 3 years in indoor sales experience
• Proficient in Microsoft Office applications, especially MS Excel and MS Word
• Customer-oriented with a pleasant personality
• Good communication, analytical and problem-solving skills
• Fluent in English in both written and spoken
• Disciplined, hardworking and able to perform under pressure
• Detail oriented, resourceful and able to work independently