Business Account Executive

NSW Automation Sdn Bhd; Penang; On-site; MYR 78,120 - 133,920; Full time

Job summary

NSW Automation Sdn Bhd is seeking a Business Account Executive to serve as the primary contact for assigned customer accounts, ensuring professional communication and long-term relationships across departments. You will coordinate with Engineering, Operations, Production and Business Development to meet customer expectations, prepare quotations, and maintain CRM records.

This role focuses on proactive engagement, timely follow-ups, and driving customer satisfaction.

Responsibilities

• Serve as the primary contact person for assigned customer accounts, ensuring professional, responsive, and consistent communication.
• Build and maintain strong, long-term customer relationships by understanding business needs, operational challenges, and strategic objectives.
• Conduct regular account reviews to assess customer satisfaction and identify opportunities for service improvement and business growth.
• Drive customer retention through proactive engagement, timely follow-ups, and effective after-sales support.
• Resolve customer concerns promptly and coordinate with internal stakeholders to ensure successful issue resolution.
• Manage customer enquiries related to RFQs, quotations, order status, inventory availability, delivery schedules, and project updates.
• Coordinate closely with Engineering, Operations, Production, and Business Development teams to ensure customer expectations are met.
• Prepare professional quotations, proposals, reports, and business correspondence.
• Maintain accurate customer records and activity tracking within CRM and ERP systems.
• Gather and analyze customer feedback to enhance service quality and overall customer experience.
• Monitor customer satisfaction levels and implement improvement initiatives where necessary.
• Collaborate with internal teams to address service gaps and establish preventive measures.
• Champion NSW's customer-first culture by delivering exceptional service across all customer touchpoints.
• Work closely with Business Development, Marketing, Engineering, and Operations teams to align customer needs with business objectives.
• Support customer engagement initiatives, business reviews, and account development activities.
• Participate in customer visits, meetings, and review sessions to strengthen partnerships and identify growth opportunities.
• Prepare account performance reports and customer retention updates for management review.
• Maintain accurate records of customer interactions, opportunities, quotations, and project updates within CRM platforms.
• Generate periodic reports on account performance, customer satisfaction, and business opportunities.
• Document customer success stories, lessons learned, and best practices for knowledge sharing.
• Conduct research on industry trends, customer markets, emerging technologies, and competitor activities.
• Provide market insights and customer feedback to support strategic planning and business development efforts.
• Analyze customer requirements and market trends to identify future business opportunities.
• Represent NSW Automation at industry exhibitions, conferences, and networking events when required.
• Ensure all customer communications, proposals, and documentation comply with company policies, branding guidelines, and industry regulations.
• Adhere to internal SOPs, confidentiality requirements, and documentation standards.
• Stay informed on relevant industry regulations and compliance requirements to support business operations.

Job description

Are you interested in working for a growing automation company with a global workforce?

Business Account Executive

Department: Business Development

Customer Relationship Management & Account Retention

• Serve as the primary contact person for assigned customer accounts, ensuring professional, responsive, and consistent communication.
• Build and maintain strong, long-term customer relationships by understanding business needs, operational challenges, and strategic objectives.
• Conduct regular account reviews to assess customer satisfaction and identify opportunities for service improvement and business growth.
• Drive customer retention through proactive engagement, timely follow-ups, and effective after-sales support.
• Resolve customer concerns promptly and coordinate with internal stakeholders to ensure successful issue resolution.

Customer Communication & Account Coordination

• Manage customer enquiries related to RFQs, quotations, order status, inventory availability, delivery schedules, and project updates.
• Coordinate closely with Engineering, Operations, Production, and Business Development teams to ensure customer expectations are met.
• Prepare professional quotations, proposals, reports, and business correspondence.
• Maintain accurate customer records and activity tracking within CRM and ERP systems.

Customer Satisfaction & Experience Excellence

• Gather and analyze customer feedback to enhance service quality and overall customer experience.
• Monitor customer satisfaction levels and implement improvement initiatives where necessary.
• Collaborate with internal teams to address service gaps and establish preventive measures.
• Champion NSW's customer-first culture by delivering exceptional service across all customer touchpoints.

Cross-Functional Collaboration

• Work closely with Business Development, Marketing, Engineering, and Operations teams to align customer needs with business objectives.
• Support customer engagement initiatives, business reviews, and account development activities.
• Participate in customer visits, meetings, and review sessions to strengthen partnerships and identify growth opportunities.
• Prepare account performance reports and customer retention updates for management review.

CRM, Reporting & Documentation

• Maintain accurate records of customer interactions, opportunities, quotations, and project updates within CRM platforms.
• Generate periodic reports on account performance, customer satisfaction, and business opportunities.
• Document customer success stories, lessons learned, and best practices for knowledge sharing.
• Conduct research on industry trends, customer markets, emerging technologies, and competitor activities.
• Provide market insights and customer feedback to support strategic planning and business development efforts.
• Analyze customer requirements and market trends to identify future business opportunities.
• Represent NSW Automation at industry exhibitions, conferences, and networking events when required.

Compliance & Governance

• Ensure all customer communications, proposals, and documentation comply with company policies, branding guidelines, and industry regulations.
• Adhere to internal SOPs, confidentiality requirements, and documentation standards.
• Stay informed on relevant industry regulations and compliance requirements to support business operations.