Customer Service & Sales Support Executive - #1166925

Job Summary:

The Customer Service & Sales Support Executive is responsible for providing professional customer service and coordinating sales, after-sales service, parts, order fulfilment, and administrative activities across the Group entities. The role serves as a key point of contact between customers and internal departments, ensuring that customer enquiries, orders, service requests, complaints, deliveries, and billing matters are handled accurately and promptly. The incumbent will work closely with the Sales, Service, Parts, Operations and Finance teams to deliver a smooth customer experience and maintain strong customer relationships.

Job Responsibilities:

A. Customer Service & Coordination

• Serve as the main point of contact for customer enquiries, requests, feedback, and complaints across the Group entities.

• Respond to customer enquiries promptly and provide accurate information on products, services, pricing, availability, and delivery schedules.

• Build and maintain positive relationships with customers by providing professional and timely assistance.

• Coordinate with the Sales, Service, Parts and Operations teams to address customer requirements.

• Follow up on customer requests and outstanding matters until they are fully resolved.

• Escalate complex or urgent customer issues to the relevant department or Management when necessary.

• Maintain a high standard of customer service and ensure a positive customer experience.

B. Sales & After-Sales Support

• Provide administrative and coordination support to the Sales, After-Sales Service, and Parts teams across the entities.

• Prepare and process quotations, sales orders, delivery orders, invoices, service reports, certificates, and other customer-related documents.

• Follow up with customers on quotations, order confirmations, delivery arrangements, servicing appointments, and outstanding documents.

• Support internal and intercompany transactions among the Sales, Service, and Parts departments.

C. Repair, Service & After-Sales Billing

• Process repair and service orders from quotation to invoicing and job completion.

• Prepare service quotations, repair orders, service reports, delivery orders, and invoices.

• Verify customer and vehicle details, repair costs, labour charges, parts used, and payment terms.

• Coordinate with the Workshop, Parts, Warranty, and Finance teams to ensure accurate billing.

• Monitor repair progress and follow up on pending approvals, parts, or delayed work.

• Keep customers informed of repair progress, additional work required, and completion dates.

• Ensure all repair and service jobs are accurately recorded and invoiced promptly.

• Follow up on billing enquiries, outstanding invoices, and payment matters when required.

D. Complaint Handling & Service Recovery

• Receive, record, and investigate customer complaints professionally and objectively.

• Coordinate with the relevant departments to identify the cause of each complaint and implement appropriate corrective action.

• Provide customers with regular updates until the issue is resolved.

• Escalate recurring or serious customer issues to Management.

• Maintain proper records of complaints, resolutions, and follow-up actions.

• Identify service gaps and recommend improvements to enhance customer satisfaction.

• Follow up with customers after resolution to ensure their concerns have been satisfactorily addressed.

E. Cross-Functional Coordination

• Work closely with the Sales, Service, Parts, Operations and Finance teams across the company.

• Coordinate delivery schedules, service arrangements, stock availability, billing matters, and customer requirements.

• Liaise with Finance to ensure billing accuracy, timely invoicing, payment reconciliation, and follow-up on outstanding accounts.

• Facilitate effective communication among customers, internal departments, and Group entities.

• Follow up on outstanding documents, approvals, orders, deliveries, and payments.

• Support and improve interdepartmental and intercompany workflows to provide a smooth customer experience.

F. Customer Records & Reporting

• Maintain accurate and updated customer information, pricing, quotations, orders, service records, and communication history.

• Ensure data integrity in the company system, accounting, and customer management systems.

• Prepare weekly reports on sales orders, deliveries, service status, customer complaints, and outstanding receivables.

• Monitor customer enquiries and complaints to identify recurring issues and service improvement opportunities.

• Ensure all customer documents and transactions are properly recorded and filed.

• Prepare other customer service and operational reports for Management’s review.

G. Administrative & General Support

• Handle incoming calls, emails, and messages and direct them to the appropriate personnel, department, or Group entities.

• Provide general administrative and operational support across the Group entities.

• Assist with customer meetings, appointments, correspondence, and documentation.

• Ensure compliance with the Group’s policies, procedures, approval processes, and service standards.

• Perform other duties, assignments, or projects as required by the Company or Management.

Job Requirements:

• Diploma in Business Administration, Customer Service, Sales, or a related field.

• At least 1–2 years of experience in customer service, sales coordination, or administrative support.

• Good communication and customer service skills.

• Able to handle customer enquiries and complaints professionally.

• Organised, detail-oriented, and able to multitask.

• Proficient in Microsoft Office applications.

• Able to work independently and as part of a team.

• Experience in the automotive, engineering, or heavy equipment industry is an advantage.

• Candidates who are available immediately or within a short notice period are preferred.

• Able to communicate in English and Mandarin to liaise with Mandarin-speaking customers and business partners.