Sales operations coordinator with ERP and order experience.
Role Overview
The Sales Operations Executive manages the end-to-end processing of B2B quotations and sales orders while supporting customers throughout the order-fulfilment cycle. The role requires a high level of accuracy, strong attention to detail, sound judgment, and the ability to manage a high volume of transactions efficiently and accurately. The incumbent is responsible for ensuring that quotations, sales orders, pricing, product information, and order details are processed accurately and in a timely manner. The role works closely with customers, Sales, Logistics, Product Management, and suppliers to resolve order issues, provide timely and accurate information, and support smooth and reliable customer experience.
Key Responsibilities
Quotation and Order Management
•Process a high volume of quotations and sales orders accurately within established service-level targets.
•Review customer requests and verify customer details, part numbers, prices, quantities, delivery information and other order requirements before processing.
•Identify missing or inconsistent information and coordinate the necessary clarification or corrective action with customers and relevant stakeholders.
•Manage order acknowledgements, amendments, cancellations and follow-up throughout the order-fulfilment cycle.
•Handle customer requests to change delivery dates, including checking order status and feasibility, coordinating with Logistics, suppliers and relevant stakeholders, and providing timely confirmation to customers.
•Monitor outstanding orders and take timely action to minimise delays and service disruptions.
Customer Account Registration and Screening
•Process new customer-account registrations and maintain accurate customer master data in Company systems.
•Conduct the required checks on customer identity, business activities, industry classification and internal restricted or blacklisted-customer requirements.
•Identify incomplete, unusual or restricted applications and escalate them to the appropriate stakeholder before account activation.
•Follow up with customers on outstanding information or clarifications required for account registration and screening, and monitor their responses to ensure timely completion of the registration process.
Customer Enquiries and Support
•Respond professionally and promptly to customer enquiries received through telephone, email, web chat and other communication channels.
•Provide accurate information regarding product availability, pricing, lead time, order status and delivery schedules.
•Manage multiple enquiries and priorities while maintaining accuracy and service quality.
•Escalate complex or sensitive cases appropriately and follow through until resolution.
Order Exception and Claims Management
•Manage order exceptions, including out-of-stock or insufficient-stock situations, delivery changes, order discrepancies and other fulfilment issues
.•Process customer claims and coordinate with relevant departments to support timely investigation, follow-up and resolution.
•Liaise with customers, internal departments and suppliers to identify practical solutions and minimise business impact.
•Keep customers and relevant stakeholders informed until each case is resolved.
•Escalate cases with significant customer, financial or operational impact.
Stakeholder Coordination
•Collaborate proactively with Sales, Logistics, Product Management, suppliers and other stakeholders to support smooth order fulfilment and a positive customer experience.
•Coordinate lead-time updates, delivery arrangements and order-related changes according to customer and operational requirements.
•Follow up on outstanding actions and ensure accurate information is communicated to customers in a timely manner.
Process Improvement and Digital Adoption
•Guide and encourage customers to use the Company’s e-commerce platform and online chatbot for self-service enquiries, order-related support and other routine requests.
•Assist and guide customers in using the online chatbot effectively, where appropriate, to improve self-service adoption and reduce reliance on manual support.
•Identify recurring operational issues and opportunities to improve productivity, accuracy and customer experience.
•Recommend practical process improvements and support the implementation of approved initiatives.
•Participate in process documentation, user acceptance testing and system or workflow improvement activities when required.
Records and General Responsibilities
•Maintain complete and accurate customer, quotation, order and case records in Company systems.
•Comply with applicable work procedures, approval requirements and customer-data confidentiality requirements.
•Perform other customer operations and order-management duties reasonably assigned according to business requirements. |
