Baker’s Brew – Customer Service Executive

The E-Commerce Sales Executive is responsible for managing and driving sales across various e-commerce platforms. This role involves responding to customer inquiries, developing strong relationships with clients, securing business opportunities, and ensuring that all operational and sales objectives are met. Additionally, the role requires close collaboration with internal departments to ensure a seamless customer experience from order placement to fulfillment. 

Key Responsibilities:

· Customer Inquiries Management: Promptly respond to all customer inquiries through e-commerce platforms, emails, or other channels. Provide professional and friendly support, addressing product and service-related questions.

· Client Relationship Development: Build and maintain positive relationships with both existing and prospective clients. Actively engage with clients to understand their needs and provide tailored solutions.

· Sales Leads and Business Opportunities: Identify and secure sales leads and business opportunities through various online channels. Engage in proactive outreach to potential clients and convert leads into sales.

· Client Assistance: Assist clients with any inquiries related to products, services, and order processes. Provide after-sales support and ensure customer satisfaction.

· Product Knowledge & Recommendations: Develop a deep understanding of all products and services offered by the company. Provide personalized product recommendations based on clients’ needs and preferences.

· Sales Quotation & Proposal Preparation: Prepare detailed sales quotations and proposals for clients in a timely manner. Ensure that all quotations are accurate and meet client expectations.

· Cross-Departmental Liaison: Collaborate with internal departments such as logistics, finance, and operations to ensure sales objectives are met. Ensure smooth and efficient processing of orders, from inquiry to delivery.

· Order Fulfillment Management: Oversee the fulfillment of all e-commerce orders and ensure timely delivery. Monitor order statuses and resolve any issues related to product availability or delivery timelines.

· Customer Satisfaction Monitoring: Regularly monitor customer satisfaction levels and gather feedback. Address and resolve any outstanding issues or complaints to maintain long-term business relationships.

· E-Commerce Platform Management: Manage and maintain the company’s presence across various e-commerce platforms, including external platforms such as TikTok Shop, Shopee, and others. Ensure that product listings, pricing, and promotions are up-to-date and aligned with company standards.

Qualifications and Skills:

• Strong communication and interpersonal skills.• Experience with e-commerce platforms such as Shopee, Lazada, TikTok Shop, etc.• Excellent organizational skills and attention to detail.• Ability to multitask and handle high-volume workloads.• Familiarity with sales processes, CRM software, and order fulfillment.• Analytical skills to monitor sales trends and customer satisfaction.