Sales Admin/Customer Success- Packaging at Orchid HR Outsourcing

ROLE OVERVIEW

The Sales Administrator and Customer Success Specialist serves as the critical operational backbone of the sales department. This role bridges the gap between the sales team, production, logistics, and the customer — ensuring that every order is processed accurately, every client feels valued, and every delivery experience reinforces trust in the company. Beyond administrative excellence, this individual takes genuine ownership of client satisfaction, proactively resolving issues and building lasting relationships that support long-term retention and repeat business.

KEY DUTIES & RESPONSIBILITIES

• Order Processing & Management
• Accurately capture, process, and confirm all incoming customer orders on the ERP or order management system.
• Coordinate with production and logistics teams to ensure orders are manufactured and dispatched on schedule.
• Track order progress from placement through to delivery, proactively updating clients at every stage.
• Manage order amendments, cancellations, and special requirements with minimal disruption to workflow.
• Customer Success & Relationship Management
• Serve as the primary day-to-day point of contact for assigned customer accounts.
• Conduct regular customer check-ins to assess satisfaction levels and identify unmet needs.
• Proactively address potential service gaps before they escalate into complaints.
• Onboard new customers, guiding them through ordering processes and company procedures.
• Query & Complaint Resolution
• Manage and resolve customer queries, concerns, and complaints in a professional and timely manner.
• Liaise with production, quality control, and logistics to investigate and resolve order discrepancies.
• Document all complaint cases and maintain a resolution log to support continuous improvement.
• Sales Support & Documentation
• Prepare and issue quotations, pro forma invoices, delivery notes, and credit notes as required.
• Assist the sales team with preparation of proposals, presentations, and client reports.
• Maintain accurate and up-to-date records of customer accounts, contacts, pricing, and sales history.
• Generate weekly and monthly sales and order reports for the Sales Manager.
• Communication & Coordination
• Facilitate seamless communication between the sales team, production, dispatch, and finance departments.
• Manage scheduling of sales meetings, client visits, and product deliveries.
• Handle incoming calls and correspondence related to sales enquiries and order status.
• Monitor stock and packaging material availability in coordination with the procurement and production teams.
• Support the sales team in renewals, upselling opportunities, and contract management.
• Maintain the CRM system with accurate customer data, order notes, and communication history.
• Assist in preparing sales forecasts and reporting dashboards.

EDUCATION REQUIREMENTS

• Diploma or Bachelor\'s Degree in Business Administration, Sales Management, Customer Relations, or a related field.
• A qualification in supply chain, logistics, or operations is an added advantage.
• Relevant short courses in customer service excellence or sales administration are desirable.

CORE COMPETENCIES

• Exceptional organisational skills with a meticulous attention to detail.
• Strong customer-first mindset with a genuine passion for delivering excellent service.
• Effective communication skills
• both written and verbal — with the ability to communicate professionally across all levels.
• Ability to multitask and manage competing priorities without compromising quality.
• Problem-solving ability — able to identify issues, escalate appropriately, and drive resolution.
• Collaborative team player who works effectively across departments.
• High level of reliability, integrity, and accountability.
• Calm under pressure with the ability to manage high-volume order environments.

TECHNICAL & PROFESSIONAL SKILLS

• Proficiency in ERP systems and order management platforms (e.g., SAP, Sage, or similar).
• Intermediate to advanced skills in Microsoft Office (Excel, Word, Outlook).
• Experience with CRM tools (e.g., Salesforce, HubSpot, Zoho).
• Strong data entry skills with a focus on accuracy.
• Familiarity with invoicing, credit notes, and basic financial documentation.
• Understanding of the order-to-delivery cycle within a manufacturing environment is advantageous.
• Knowledge of packaging products and terminology is a bonus.