Sales Retention

Putra Food Industries Sdn Bhd; Kuala Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

Putra Food Industries Sdn Bhd is seeking a customer retention specialist in Malaysia to monitor order frequency and re-engage inactive customers, ensuring continued ordering and identifying customers who have not placed orders in 30 days.

The role focuses on increasing order volume, upselling suitable products, and guiding customers through smooth reordering processes while working with internal teams to resolve issues and retain high-value accounts.

Responsibilities

• Monitor customer order frequency and re-engage inactive customers by tracking all customers to ensure they continue ordering as expected and identifying and following up with customers who have not ordered within 30 days
• Increase order volume and upsell new products by introducing customers to new products that fit their needs and recommending bulk purchases or higher-value product options
• Ensure smooth reordering processes for customers by providing guidance on best ordering practices to maximize efficiency and identifying common ordering issues to work with Customer Service to resolve
• Resolve customer concerns before they lead to churn by identifying pain points that may cause a customer to stop ordering and working proactively with internal teams to find solutions and retain customers
• Strengthen relationships with key accounts by maintaining regular touchpoints with high-value customers and ensuring they are satisfied with service levels and product quality
• Work closely with the Sales Executive to ensure a smooth transition after closing by gathering insights on customer needs and expectations and ensuring customers feel supported immediately after their first order
• Collaborate with Customer Service Operations to resolve recurring customer issues by providing insights on frequent order errors, delivery problems, or service gaps and helping refine internal processes
• Track and analyze retention trends by identifying why customers stop ordering and proposing solutions and providing feedback to Sales and Marketing on customer retention challenges
• Support sales teams by identifying expansion opportunities, recognizing customers who have the potential to scale their orders, and passing qualified leads for expansions or upsells to the Sales Executive

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Key responsibilities

• Monitor customer order frequency and re-engage inactive customers by tracking all customers to ensure they continue ordering as expected and identifying and following up with customers who have not ordered within 30 days
• Increase order volume and upsell new products by introducing customers to new products that fit their needs and recommending bulk purchases or higher-value product options
• Ensure smooth reordering processes for customers by providing guidance on best ordering practices to maximize efficiency and identifying common ordering issues to work with Customer Service to resolve
• Resolve customer concerns before they lead to churn by identifying pain points that may cause a customer to stop ordering and working proactively with internal teams to find solutions and retain customers
• Strengthen relationships with key accounts by maintaining regular touchpoints with high-value customers and ensuring they are satisfied with service levels and product quality
• Work closely with the Sales Executive to ensure a smooth transition after closing by gathering insights on customer needs and expectations and ensuring customers feel supported immediately after their first order
• Collaborate with Customer Service Operations to resolve recurring customer issues by providing insights on frequent order errors, delivery problems, or service gaps and helping refine internal processes
• Track and analyze retention trends by identifying why customers stop ordering and proposing solutions and providing feedback to Sales and Marketing on customer retention challenges
• Support sales teams by identifying expansion opportunities, recognizing customers who have the potential to scale their orders, and passing qualified leads for expansions or upsells to the Sales Executive