Job Description
We are seeking a proactive and customer-focused Client Services Officer to manage and support client relationships throughout the enquiry, quotation, order fulfilment, and after-sales process.
The Client Services Officer will be responsible for responding to customer enquiries, preparing quotations, following up with clients, coordinating orders internally, and ensuring a smooth and professional customer experience.
The ideal candidate will have strong communication skills, commercial awareness, and excellent coordination abilities.
Responsibilities
Serve as the primary point of contact for clients, responding to enquiries received via phone, email, or other official channels.
Prepare and issue customer quotations in line with approved pricing structures, terms, and company policies.
Proactively follow up on quotations and client enquiries, providing clarifications and updates as required.
Advise customers on approved price changes, promotions, or revisions, ensuring clear and timely communication.
Receive, process, and coordinate confirmed customer orders accurately, ensuring alignment with pricing, product specifications, and delivery timelines.
Liaise with internal departments including Sales, Production, Logistics, and Accounts to ensure timely and accurate order fulfilment.
Track orders and deliveries, proactively updating clients on order status, delays, or changes.
Handle customer complaints, concerns, and service issues professionally, ensuring timely resolution and escalation where necessary.
Maintain accurate and up-to-date customer records, quotations, order histories, and communication logs.
Support the sales team by providing quotation data, order confirmations, delivery schedules, and post-sales follow-ups.
Ensure compliance with company pricing policies, approval limits, and customer terms when dealing with clients.
Assist in preparing customer-related reports, including enquiry volumes, quotation follow-ups, delivery issues, and service performance metrics.
Build and maintain strong client relationships to promote customer satisfaction, retention, and repeat business.
Stay updated with changes in customer service best practices, and recommend process improvements when necessary.
Competencies
Bachelor's Degree in Business Administration, Marketing, or a related field preferred, but not mandatory
Proven work experience as a Client Services Officer, or in a similar customer-facing and commercial coordination role.
Strong communication and interpersonal skills, with the ability to engage clients professionally.
Good commercial awareness, including pricing, quotations, and customer terms.
Excellent organizational and time management skills, with keen attention to detail.
Ability to coordinate across multiple departments and manage multiple client requests simultaneously.
Problem-solving skills with a customer-focused mindset.
Ability to remain calm and professional when handling complaints or high-pressure situations.
Ability to work independently, prioritize tasks, and meet deadlines.
Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams) and ERP systems such as Dynamics 365.
Integrity and discretion in handling sensitive customer and pricing information.