About the role

The Senior Customer Care Executive leads customer engagement activities to identify opportunities for product adoption, cross-selling, and upselling. This role oversees the end-to-end sales order process, manages customer relationships, and serves as a primary point of contact for customers regarding products, services, orders, and after-sales support. The position involves coordinating across multiple departments including Sales, Supply Chain, Logistics, and Finance to ensure timely order fulfillment and delivery, while maintaining an order fulfillment rate above 95%.

Key responsibilities

Lead customer engagement activities to identify opportunities for product adoption, cross-selling, and upselling

• Work closely with Product Management, Marketing, and Sales teams to develop and execute promotional campaigns and customer retention initiatives

• Analyze customer purchasing trends and recommend strategies to maximize account value and customer satisfaction

• Oversee the end-to-end sales order process and ensure accuracy and completeness of order documentation

• Coordinate with Sales, Supply Chain, Logistics, Finance, and other relevant departments to ensure timely order fulfillment and delivery

• Investigate and resolve order discrepancies, delivery issues, and customer complaints in a professional and timely manner

• Serve as a primary point of contact for customers regarding products, services, orders, and after-sales support

• Manage escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction

• Maintain accurate customer records, contracts, agreements, quotations, and order-related documentation

• Utilize and maintain CRM systems (Salesforce preferred) and other business software to ensure data accuracy and reporting integrity

About you

• Bachelor's degree in Business Administration, Marketing, Supply Chain Management, or a related field

• Minimum 3-5 years of experience in Customer Service, Customer Care, Sales Support, Order Management, or related functions

• Good command of written and spoken English

• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint

• Experience working with CRM systems, preferably Salesforce

• Strong communication, negotiation, and interpersonal skills

• Excellent organizational and time management skills with the ability to manage multiple priorities

• High attention to detail and accuracy in order processing, reporting, and documentation

• Strong problem-solving and analytical skills with the ability to resolve customer and operational issues effectively

• Ability to work collaboratively with cross-functional teams in a fast-paced environment