The Customer Service Representative is responsible for providing high-quality support to customers and the sales personnel. This role ensures efficient handling of inquiries, order processing, issue resolution, and coordination between internal departments to deliver a seamless customer experience and help drive sales performance.

Job Responsibilities:

1. Sales & Customer Support Activities

• Assist the sales personnel with quotations, proposals, and required documentation.
• Prepare sales orders, process purchase requests, and ensure accuracy in data entry.
• Coordinate with logistics, finance, and operations teams to ensure smooth order fulfillment.
• Support the sales personnel with customer data, reports, and administrative tasks.
• Manage customer expectations by providing timely updates and follow-ups to the sales personnel.

2. Order Processing

• Handle end-to-end order lifecycle: entry, validation, fulfillment, and delivery coordination.
• Monitor order status and proactively resolve delays or discrepancies.
• Maintain accurate customer records, pricing details, and order history in the system.

3. Issue Resolution

• Investigate and resolve customer complaints related to product issues, billing, delivery delays, or service concerns.
• Escalate complex issues to relevant departments and ensure timely resolution.
• Track and document all customer interactions for quality purposes.

4. Relationship Management

• Build and maintain strong customer relationships by providing excellent service and follow-through.
• Support retention by identifying customer needs and recommending suitable products or services.
• Conduct post-sales follow-up to ensure satisfaction and identify upselling or cross-selling opportunities.
• Any other tasks as assigned by line manager from time to time.

Job Requirements:

• Diploma in fields like Business, Marketing, Communications, Sales, or related areas can be preferred or advantageous.
• 1-3 years of experience in customer service, sales support, or related administrative roles.
• Strong communication skills (verbal and written).
• Strong ability to build lasting customer relationships and deliver customer-centric solutions.
• Proficiency in MS Office (Excel, Word, Powerpoint)
• High attention to detail and strong organizational skills.
• Previous experience in the food industry is considered a plus.