Required Skills and Qualifications:
Bachelor's degree or diploma Minimum of 2-3 years of experience in customer service, preferably in the chemical trading or industrial sector Strong knowledge of chemical products and safety regulations is an advantage Excellent communication and interpersonal skills Proficiency in Microsoft Office Suite and ERP software (e.g., SAP, Sage, or similar systems) Ability to multitask, prioritize, and work efficiently under pressure Strong problem-solving skills and attention to detail Familiarity with logistics, inventory management, and order processing Customer Relations and Support:
Serve as the first point of contact for customer inquiries via phone, email, and online platforms Provide timely and accurate information on company products, pricing, availability, and order status Resolve customer complaints effectively by identifying issues and providing appropriate solutions or escalating concerns to the relevant departments Maintain a high level of professionalism and build positive relationships with clients Assist sales team in growing the customer base and transferring of any leads to the sales team Order Processing and Fulfillment:
Accurately administrate sales orders, purchase orders, and quotations Coordinate with the logistics and warehouse teams to ensure timely dispatch and delivery of chemical products Monitor inventory levels and communicate with procurement teams to prevent stock shortages Track and follow up on shipments, providing customers with updates and resolving any delivery-related concerns Sales and Business Support:
Collaborate with the sales team to provide pre-sales and post-sales support to customers Identify opportunities for upselling and cross-selling based on customer needs Maintain and update customer accounts, ensuring accuracy in records and transaction history Support market research efforts by gathering customer feedback on product performance and service quality Regulatory Compliance and Documentation:
Ensure all customer transactions adhere to company policies and group requirements Prepare and verify documents such as invoices, delivery notes, and certificates of analysis (COA) Stay updated on industry trends, regulations, and best practices in chemical trading Reporting and Data Management:
Maintain accurate and up-to-date customer databases Generate regular reports on sales, customer interactions, and service issues Assist in analysing customer service trends and provide insights for continuous improvement Participate in internal meetings to align with company goals and customer service strategies