EXECUTIVE - SALES & MARKETING (CUSTOMER OPERATIONS) (EG08)

Job Description

Job Purpose

Serve as the Single Point of Contact (SPOC) for customers and manage customer requirements, commercial administration, pricing execution, and service excellence throughout the Order-to-Cash (O2C) process.

Key Responsibilities

1. Serve as the primary point of contact for customers regarding order status, delivery updates, service enquiries, and issue resolution, ensuring timely and professional communication.

2. Manage customer onboarding, customer master data creation and maintenance, contract administration, and account information to ensure accurate customer records.

3. Coordinate customer pricing setup, maintenance, implementation, validation, and price changes while ensuring compliance with approved pricing policies and contractual agreements.

4. Proactively communicate supply risks, delivery changes, and recovery plans to customers, ensuring expectations are managed effectively and business disruptions are minimized.

5. Coordinate customer requests, enquiries, and issue resolution across Order Management, Supply Chain, Finance, Quality, Regulatory Affairs, and other internal stakeholders to ensure timely fulfilment of customer requirements.

6. Report and support customer service issues, pricing discrepancies, and operational concerns, escalating critical issues when necessary and supporting corrective actions.

7. Monitor customer service KPIs, service level agreements (SLAs), and customer satisfaction metrics, and recommend improvement initiatives to enhance service performance.

8. Build and maintain strong customer relationships through proactive engagement, effective communication, and responsive customer support to improve customer satisfaction and retention.

9. Maintain customer records, compliance documentation, contracts, and related account information while ensuring adherence to company policies and regulatory requirements.

10. Support continuous improvement initiatives to enhance customer experience, operational efficiency, and service excellence, and perform any other duties and responsibilities assigned by the Immediate Superior.

Qualification & Experience

1. Bachelor's Degree in Business Administration, Marketing, Supply Chain Management, Operations Management, Customer Service Management, or related field.

2. Minimum 1-2 years of relevant experience in Customer Service, Customer Operations, Sales Operations, Commercial Operations, Order-to-Cash (O2C), or Account Management.

3. Strong understanding of customer relationship management, order fulfilment processes, pricing administration, and commercial operations.

4. Experience handling customer escalations, service recovery, and cross-functional coordination.

5. Good communication, negotiation, and stakeholder management skills.
6. Proficient in ERP/CRM systems, Microsoft Excel, and reporting tools.