Assistant Executive – Customer Service

Key Responsibilities

• Build and maintain strong customer relationships through proactive communication across phone, email, WhatsApp, and SMS.
• Ensure timely and accurate order processing, scheduling, documentation, and seamless order conversion by coordinating with customers and internal teams.
• Keep customers updated on deliveries and proactively resolve any order or delivery issues.
• Gather customer and market insights, including competitor activities, to support business growth and strategic decision-making.
• Drive new product introductions by partnering with distributors and supporting successful product launches.
• Maintain accurate customer records and prepare regular performance reports on customer satisfaction, order fulfillment, and key sales metrics.
• Manage customer accounts by supporting sales growth, forecasting, debt collection, pricing updates, promotions, claims processing, and partnership development.
• Promote product awareness, ensure optimal product availability, and support distributors with stock planning and market execution.
• Continuously develop product knowledge and professional skills through training while identifying capability gaps.
• Maintain accurate system records through regular order cleanup to support effective forecasting and production planning.

Qualifications & Experience

• Diploma or Bachelor's degree in Business Administration, Marketing & Sales, Communication, Business Analytics, or a related field.
• Minimum of 2 years' experience in a similar customer service or account management role.
• Experience in customer service within the FMCG industry is an added advantage.
• Proficiency in Microsoft Office Suite with a basic understanding of ERP and CRM systems.