Sales Executive - Customer Operations

Hartalega; Petaling Jaya; Vor Ort; MYR 36.000 - 60.000; Vollzeit

Zusammenfassung

Hartalega is seeking a Customer Operations Associate to serve as the single point of contact for customers and manage the end-to-end Order-to-Cash process. You will handle onboarding, pricing, contract administration, and master data maintenance while coordinating with internal departments to fulfill orders efficiently.

The role requires a Bachelor’s degree and 0–1 year of experience in customer service or related fields. Strong communication and ERP/CRM proficiency are essential.

Qualifikationen

• Bachelor's degree in a related field.
• 0–1 year of experience in Customer Service, Customer Operations, Sales Operations, Commercial Operations, O2C, or Account Management; fresh graduates welcome.
• Strong understanding of CRM, order fulfilment processes, pricing administration, and commercial operations.
• Experience handling customer escalations, service recovery, and cross-functional coordination.
• Good communication, negotiation, and stakeholder management skills.
• Proficient in ERP/CRM systems, Microsoft Excel, and reporting tools.

Aufgaben

• Serve as the primary point of contact for customers regarding order status and service inquiries, ensuring timely communication.
• Manage customer onboarding, master data creation and maintenance, contract administration, and account information.
• Coordinate customer pricing setup, maintenance, implementation, validation, and price changes per policies and contracts.
• Proactively communicate supply risks, delivery changes, and recovery plans to customers.
• Coordinate customer requests and issues across Order Management, Supply Chain, Finance, Quality, Regulatory Affairs, and other stakeholders.
• Report and support customer service issues, pricing discrepancies, and operational concerns; escalate when necessary and support corrective actions.
• Monitor customer service KPIs, SLAs, and customer satisfaction metrics; recommend improvements.
• Build and maintain strong relationships through proactive engagement and responsive support to improve retention.
• Maintain customer records, compliance docs, contracts, and related information per company policies and regulatory requirements.
• Support continuous improvement initiatives to enhance customer experience, efficiency, and service excellence.

Kenntnisse

CRM systems

ERP systems

MS Excel

Communication

Stakeholder management

Pricing administration

Ausbildung

Bachelor's Degree in Business Administration

Tools

ERP systems

CRM software

Microsoft Excel

Reporting tools

Jobbeschreibung

Job Purpose

Serve as the Single Point of Contact (SPOC) for customers and manage customer requirements, commercial administration, pricing execution, and service excellence throughout the Order-to-Cash (O2C) process.

Responsibilities

1. 1. Serve as the primary point of contact for customers regarding order status, delivery updates, service enquiries, and issue resolution, ensuring timely and professional communication.
2. 2. Manage customer onboarding, customer master data creation and maintenance, contract administration, and account information to ensure accurate customer records.
3. 3. Coordinate customer pricing setup, maintenance, implementation, validation, and price changes while ensuring compliance with approved pricing policies and contractual agreements.
4. 4. Proactively communicate supply risks, delivery changes, and recovery plans to customers, ensuring expectations are managed effectively and business disruptions are minimized.
5. 5. Coordinate customer requests, enquiries, and issue resolution across Order Management, Supply Chain, Finance, Quality, Regulatory Affairs, and other internal stakeholders to ensure timely fulfilment of customer requirements.
6. 6. Report and support customer service issues, pricing discrepancies, and operational concerns, escalating critical issues when necessary and supporting corrective actions.
7. 7. Monitor customer service KPIs, service level agreements (SLAs), and customer satisfaction metrics, and recommend improvement initiatives to enhance service performance.
8. 8. Build and maintain strong customer relationships through proactive engagement, effective communication, and responsive customer support to improve customer satisfaction and retention.
9. 9. Maintain customer records, compliance documentation, contracts, and related account information while ensuring adherence to company policies and regulatory requirements.
10. 10. Support continuous improvement initiatives to enhance customer experience, operational efficiency, and service excellence, and perform any other duties and responsibilities assigned by the Immediate Superior.

Qualification and Experience

1. 1. Bachelor's Degree in Business Administration, Marketing, Supply Chain Management, Operations Management, Customer Service Management, or related field.
2. 2. Minimum 0-1 year of relevant experience in Customer Service, Customer Operations, Sales Operations, Commercial Operations, Orderto-Cash (O2C), or Account Management. Fresh graduates are encourage to appply.
3. 3. Strong understanding of customer relationship management, order fulfilment processes, pricing administration, and commercial operations.
4. 4. Experience handling customer escalations, service recovery, and crossfunctional coordination.
5. 5. Good communication, negotiation, and stakeholder management skills.
6. 6. Proficient in ERP/CRM systems, Microsoft Excel, and reporting tools.