Sales support: 

• Order Management: Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction. 
• Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery. 
• Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.) 

• Conduct internal Audit on Sales Operations processes, develop, and implement new customer service policies and procedures across all affiliates. 
• Ensure adherence to processes, especially with IT systems (ERP/CRM) 
• Work on continuous improvement to streamline processes. 
• Analyze recurring problems and implement solutions to prevent future issues. 

Customer Experience Enhancement: 

• Initiate and lead initiatives aimed at improving the overall customer experience. 
• Identify customer pain points to propose improvements.  

Team Management: 

• Supervise and lead a team of customer service executives. 
• Monitor performance metrics and ensure team adherence to service standards. 

Performance Analysis and Reporting: 

• Monitor and analyze sales performance indicators (Sales vs Forecast & Budget) 
• Track and analyze customer service metrics (Customer Service Level, Lead Time, Customer Satisfaction, resolution time). 

Forecast: 

• Review update and monitor sales forecasts. 
• Update demand forecast to supply chain and track demand variation. 

• Customer-centric approach  
• Excellent English skills
• Excellent communication skills 
• Teamwork and motivational skills 
• Exposure to international environment required 

• In-depth understanding of sales principles and customer service practices  
• Proficiency with MS Office Suite, particularly MS Excel. Power BI is a plus.  
• Proven work experience as a Sales support specialist is a plus.  
• Hands-on experience with ERP and CRM systems is a plus.  

• Bachelor’s or Master's degree in Business field. 
• 5-10 years of experiences in business operations 
• Excellent Command of spoken & written English
• Excellent computer skills (Microsoft – Excel & Words). 
• Good analytical and problem-solving skills.