Sales Support Coordinator

Key Responsibilities

As a Sales Support Coordinator, you will play a vital role in managing and facilitating core sales operations, supporting systems and processes, enhancing customer experience, resolving issues, and promoting organizational values and compliance.

Core Sales Operations

• Handle customer enquiries received via email, telephone, or fax, ensuring full understanding and correct documentation of their requirements, and direct these to the appropriate sales team member or supervisor.
• Log customer enquiries into the Salesforce system accurately.
• Prepare and revise quotations using the ERP and Salesforce platforms, confirming details such as pricing, bills of quantity, delivery schedules, and discounts before dispatching to customers; escalate requests for additional discounts to the relevant Channel Sales Executive and communicate responses back to customers.
• Verify purchase orders received from customers against the sales quotations for quantity and pricing consistency; collaborate with Channel Sales Executive and customers to address discrepancies.
• Ensure that sales orders accurately capture all client details including delivery location and contact persons.
• Enter orders into the system and forward them to the delivery team while verifying and updating customer requested delivery dates in the sales order.

System & Process Support

• Process sample sales orders with complete details including special requests and submit them to the Head of Department for approval.
• Work closely with supervisors and sales executives to request and register new material codes in the system, then follow up with supply chain and finance to ensure the new codes are created within 48 hours according to process guidelines.
• Manage changes to item codes in the ERP system as needed due to product specification changes or unavailability.

Customer Experience & Issue Resolution

• Assist in resolving customer complaints by providing precise and accurate information related to their issues.
• Maintain confidentiality of company policies, procedures, customer data, product details, pricing, and sensitive information, preventing any unauthorized disclosure and ensuring no errors lead to customer dissatisfaction.

Organizational Values & Compliance

• Undertake additional duties as directed by the line manager.
• Contribute to nurturing a work environment grounded in the core organizational values of Caring, Learning, and Performance.
• Comply rigorously with company policies and procedures at all times.

Qualifications

• A graduate with at least two years of experience in sales or customer service.
• Basic understanding of sales operations, processes, and workflows.
• Familiarity with Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems is advantageous.
• Proficient communication skills in English are required.