Sales Support and Customer Service Officer
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Job Purpose:
The Sales Support and Customer Service Officer plays a key role in ensuring smooth and efficient sales operations while delivering outstanding service to customers. This individual is responsible for supporting the sales team, managing customer inquiries, processing orders, and maintaining high levels of customer satisfaction.
Key Responsibilities:
• Sales Support:
• Assist the sales team by issuing delivery orders, invoices, debit/credit memo, job orders, consignment notes, etc.
• Process sales orders, ensuring all necessary information is correctly inputted into the system.
• Track and monitor order progress and communicate any delays or issues to the sales team and customers.
• Process and coordinate deliveries to our retailers and customers
• Coordinate with 3rd party service providers to ensure timely delivery and installation services.
• Provide product knowledge and sales materials to customers and the sales team when needed.
• Customer Service:
• Serve as the primary point of contact for customer inquiries, including questions about products, order status, or policies.
• Handle customer complaints, issues, or concerns in a professional and empathetic manner.
• Assist customers with product returns, exchanges, or warranty claims as per company policy.
• Offer solutions to customers' problems and ensure prompt and accurate follow-up to resolve any outstanding issues.
• Provide guidance on product usage and recommend appropriate solutions to meet customer needs.
• Monitor customer feedback and assist in the development of strategies to improve service quality.
• Administrative Support:
• Assist with managing and updating customer accounts, ensuring all records are accurate and up-to-date.
• Manage and track inventory levels in coordination with the sales and operations team.
• Maintain a well-organized filing system for customer orders, correspondence, and other related documents.
• Cross-Functional Coordination:
• Work closely with the logistics and operations teams to ensure timely delivery and inventory management.
• Coordinate with the marketing team to support promotional campaigns or sales initiatives.
• Maintain a collaborative working relationship with other departments to ensure seamless service delivery.
Key Skills and Qualifications:
• Educational Requirements:
• Min GCE 'N/O' level, preferably with 2 years of relevant experience in a order processing and call centre environment.
• Soft Skills:
• Strong communication and interpersonal skills (both written and verbal).
• Problem-solving skills and the ability to handle customer issues with tact and empathy.
• Detail-oriented and highly organized with the ability to manage multiple tasks simultaneously.
• Strong time-management skills and the ability to work in a fast-paced environment.
• Fast learner and meticulous at work.
• Other Requirements:
• Ability to work independently as well as in a team.
• Strong customer orientation and a proactive attitude toward resolving issues.
• Knowledge of sales processes and customer service best practices is preferred.
The Sales Support and Customer Service Officer plays a key role in ensuring smooth and efficient sales operations while delivering outstanding service to customers. This individual is responsible for supporting the sales team, managing customer inquiries, processing orders, and maintaining high levels of customer satisfaction.
Key Responsibilities:
• Sales Support:
• Assist the sales team by issuing delivery orders, invoices, debit/credit memo, job orders, consignment notes, etc.
• Process sales orders, ensuring all necessary information is correctly inputted into the system.
• Track and monitor order progress and communicate any delays or issues to the sales team and customers.
• Process and coordinate deliveries to our retailers and customers
• Coordinate with 3rd party service providers to ensure timely delivery and installation services.
• Provide product knowledge and sales materials to customers and the sales team when needed.
• Customer Service:
• Serve as the primary point of contact for customer inquiries, including questions about products, order status, or policies.
• Handle customer complaints, issues, or concerns in a professional and empathetic manner.
• Assist customers with product returns, exchanges, or warranty claims as per company policy.
• Offer solutions to customers' problems and ensure prompt and accurate follow-up to resolve any outstanding issues.
• Provide guidance on product usage and recommend appropriate solutions to meet customer needs.
• Monitor customer feedback and assist in the development of strategies to improve service quality.
• Administrative Support:
• Assist with managing and updating customer accounts, ensuring all records are accurate and up-to-date.
• Manage and track inventory levels in coordination with the sales and operations team.
• Maintain a well-organized filing system for customer orders, correspondence, and other related documents.
• Cross-Functional Coordination:
• Work closely with the logistics and operations teams to ensure timely delivery and inventory management.
• Coordinate with the marketing team to support promotional campaigns or sales initiatives.
• Maintain a collaborative working relationship with other departments to ensure seamless service delivery.
Key Skills and Qualifications:
• Educational Requirements:
• Min GCE 'N/O' level, preferably with 2 years of relevant experience in a order processing and call centre environment.
• Soft Skills:
• Strong communication and interpersonal skills (both written and verbal).
• Problem-solving skills and the ability to handle customer issues with tact and empathy.
• Detail-oriented and highly organized with the ability to manage multiple tasks simultaneously.
• Strong time-management skills and the ability to work in a fast-paced environment.
• Fast learner and meticulous at work.
• Other Requirements:
• Ability to work independently as well as in a team.
• Strong customer orientation and a proactive attitude toward resolving issues.
• Knowledge of sales processes and customer service best practices is preferred.
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