KEY ROLES & RESPONSIBILITIES 

1. Customer Support & Communication 
 Serve as the primary contact for a broad base of customers, managing enquiries, quotations, and order-related matters. 
 Deliver timely, accurate, and professional responses to ensure a consistent and reliable customer experience. 
 Take ownership of customer transactions and ensure continuity from enquiry through fulfilment. 
2. Quotation & Order Management 
 Manage end-to-end processing of quotations, sales orders, and order changes with speed and accuracy. 
 Validate part numbers, pricing, and requirements based on established guidelines and system data. 
 Balance throughput and quality to meet defined service levels and operational targets. 
3. Order Control, Prioritisation & Delivery Assurance 
 Monitor delivery timelines, and open transactions to ensure commitments are met. 
 Prioritise orders based on urgency, customer needs, and business requirements. 
 Identify potential delays or risks early and take proactive action to mitigate impact. 
4. Cross-Functional Coordination & Issue Resolution
 Work closely with Sales, Supply Chain, Finance, and other relevant teams to ensure smooth execution of orders. 
 Resolve routine operational issues independently and escalate more complex matters when required. 
 Maintain clear and timely communication with customers and internal stakeholders. 
5. Data Integrity, Process Discipline & Continuous Improvement 
 Maintain accurate and up-to-date records across CRM and ERP systems to ensure operational visibility. 
 Adhere to defined processes, KPIs, and service standards in a high-volume environment. 
 Identify recurring issues or inefficiencies and contribute to continuous improvement efforts.

EDUCATION, PROFESSIONAL QUALIFICATION, EXPERIENCE & SKILLS 
 Diploma or Degree in Business, Engineering or a related discipline is strongly preferred. 
 Minimum 3 years of relevant experience in high-volume customer-facing roles, within industrial, engineering, or technical 
environments. 
 Customer oriented with good communication skills and in fluency in English. 
 Computer Skills: Proficient in Microsoft 365 business applications (Word, Excel, PowerPoint, Outlook, and Power BI), 
CRM (HubSpot), SAP B1 and ability to learn business systems and other software platforms as required.