Customer Services Executive

Phoenix Contact; Tangerang; On-site; IDR 90,000,000 - 130,000,000; Full time

Job summary

Phoenix Contact Indonesia is seeking an enthusiastic Indoor Sales Executive to support the field sales team, handle quotations, and coordinate orders and deliveries.

The role requires a diploma with at least 3 years in indoor sales, strong MS Excel/Word skills, and fluent English. You will manage inquiries, maintain customer relationships, and contribute to process improvements.

Qualifications

• Diploma in any discipline with 3 years in indoor sales experience.
• Proficient in MS Excel and MS Word.
• Customer-oriented with a pleasant personality.
• Good communication, analytical and problem-solving skills.
• Fluent in English in both written and spoken.
• Pleasant personality with initiative and customer-oriented.
• Disciplined, hardworking and able to perform under pressure.

Responsibilities

• Support Outdoor sales team on quotation generation and set up appointments with potential customers.
• Sourcing new sales opportunities through inbound lead follow-up and outbound calls and emails.
• Route qualified opportunities to sales executives for further development.
• Process customer purchase orders and coordinate deliveries and freight documentation.
• Identify risks and propose business process improvements in order fulfilment.
• Respond to customer inquiries such as delivery schedules and quotations promptly.
• Resolve customer complaints and drive for solutions.
• Own queries and follow through to resolution.
• Investigate and resolve customer queries; escalate to Reporting Manager when needed.
• Maintain knowledge of customer service processes across segments and report discrepancies to Management.
• Ensure prompt and respectful service to internal and external customers.
• Work as part of a team to meet departmental objectives and adapt to priorities.
• Assist with monthly reports and special projects as needed.

Skills

MS Excel

MS Word

Customer service

Communication

English

Education

Diploma in any discipline

Tools

MS Office

Job description

• Support Outdoor sales team on quotation generation, sets up appointments with potential customers.
• Sourcing new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
• Routing qualified opportunities to the appropriate sales executives for further development and closure.
• Execute customer purchase order and coordinate deliveries for assigned customers and ensure smooth running of freight operation and documentations procedures.
• Identify risks associated with different approaches of business process change in order fulfilment processes.
• Implement business process improvement solutions to achieve effectiveness in customer service operations.
• Always maintain customer focus, strive to exceed customer expectations wherever possible and respond to customers’ enquiries such as delivery schedules, quotations etc. promptly.
• Resolve customer complaints by being the focal person in driving for solutions.
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues to the Reporting Manager if appropriate.
• Maintain advanced working knowledge of all customer service processes for different business segments and communicate discrepancies/issues to Reporting Manager when necessary.
• Ensure internal and external customers are serviced promptly, respectfully and accurately.
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Demonstrate a positive and flexible approach to changing business priorities.
• Assist Reporting Manager and management with any special projects assigned and provide backup to Reporting Manager when necessary.
• Support Reporting Manager and management on monthly report submission preparation

REQUIREMENTS:

• Diploma in any discipline with at least 3 years in indoor sales experience.
• Proficient in Microsoft office application especially in MS Excel and MS Words
• Customer-oriented with a pleasant personality.
• Good communication, analytical and problem-solving skills.
• Fluent in English in both written and spoken.
• Pleasant personality with initiative and customer-oriented.
• Disciplined, hardworking and able to perform under pressure.
• Detail oriented, resourceful and ability to work independently.