Sales Retention

Putra Food Industries Sdn Bhd; Selangor; On-site; MYR 78,000 - 123,000; Full time

Job summary

Putra Food Industries Sdn Bhd in Malaysia is seeking a Customer Retention & Account Management professional to monitor ordering patterns, re-engage inactive customers, and work with Sales to optimize post-sale support.

You will drive order growth by upselling, streamline reordering processes, resolve issues with Customer Service, and build strong relationships with key accounts while collaborating with Sales and Marketing on retention strategies.

Qualifications

• Monitor order frequency and re-engage inactive customers to sustain repeat orders.
• Identify opportunities to upsell by introducing new products and bulk purchases.
• Guide customers on best ordering practices to maximize efficiency and resolve common issues.
• Proactively address pain points to prevent churn with internal teams.
• Strengthen relationships with high-value accounts through regular touchpoints.
• Assist Sales after closing by gathering insights on needs and first-order expectations.
• Collaborate with Customer Service Operations to resolve recurring issues and refine processes.
• Track retention trends and provide feedback to Sales and Marketing on retention challenges.
• Identify expansion opportunities and pass qualified leads to the Sales Executive.

Responsibilities

• Monitor customer order frequency and re-engage inactive customers.
• Increase order volume by upselling and recommending bulk or higher-value options.
• Ensure smooth reordering by guiding customers and resolving common ordering issues.
• Resolve customer concerns proactively to prevent churn.
• Maintain regular touchpoints with key accounts to ensure satisfaction.
• Collaborate with Sales after closing to ensure a smooth transition and gather customer insights.
• Work with CS Operations to address recurring issues and refine processes.
• Analyze retention trends to identify why customers stop ordering and provide feedback to Sales/Marketing.
• Pass qualified expansion leads to the Sales Executive.

Job description

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