Customer Service & Inside Sales Executive

This role is the single point of contact for every customer who calls, writes or walks in, so the field sales team can spend its time with customers building demand and volume for the plant. The jobholder runs the back office of sales: logging and tracking every enquiry, quotation, order and dispatch, following through on what sales has agreed with customers, and keeping customers informed on order status, delivery and billing. As the face of NexaFlex at reception, the jobholder also receives all visitors and makes sure they follow the plant's security, hygiene and PPE rules. KEY RESPONSIBILITIES Customer contact and enquiries ■ Answer all incoming calls, emails, website and walk-in enquiries promptly and professionally. ■ Log every enquiry, with source and requirement, in the enquiry register or CRM on the same day. ■ Route technical and commercial questions to the right person and follow up until the customer has an answer. ■ Fix and confirm customer appointments and meetings in the field sales team's calendars. Sales support and pipeline management ■ Prepare and issue quotations from approved pricing and costing, and track each one to won or lost. ■ Maintain the enquiry, quotation and order pipeline, and issue a weekly pipeline report to the Head of Sales. ■ Act as back-up for the field sales team: arrange samples, artwork, specifications and follow-ups they have agreed with customers. ■ Arrange collection and delivery of samples, and record customer feedback on them. ■ Monitor website and email enquiry traffic and flag new leads to the sales team. Order management and delivery ■ Receive and log purchase orders, check them against quotations, and raise sales orders in the system. ■ Hand orders to Production Planning and track job status through to completion. ■ Give customers regular updates on order and production status, and flag delays early. ■ Estimate billing dates from the production plan and share them with Finance. ■ Plan deliveries with customers and coordinate dispatch documents, transport and delivery confirmation. ■ Maintain the dispatch log. Complaints and customer feedback ■ Receive, log and acknowledge every customer complaint within one working day. ■ Pass complaints to Quality, follow up on investigation and corrective action, and close the loop with the customer. ■ Track complaint trends and report them monthly. Accounts receivable collections ■ Follow up on overdue invoices with customers by phone and email, in line with agreed credit terms. ■ Share the collections status weekly with Finance and the Head of Sales. ■ Flag customers exceeding credit limits before new orders are released. Reception, visitors and plant protocols ■ Receive and register all visitors, contractors and couriers at reception. ■ Brief visitors on the plant's security, hygiene, food-safety and PPE rules, and issue PPE and passes. ■ Coordinate with security to make sure visitor protocols are followed on entry and exit. ■ Keep the reception area neat and presentable at all times. Records and reporting ■ Keep enquiry, quotation, order, complaint, dispatch and visitor records complete, accurate and audit ready (BRCGS, ISO). ■ Prepare routine reports and short presentations for sales reviews. CANDIDATE PROFILE Experience and education ■ 5–7 years in customer service, inside sales or sales coordination, preferably in flexible packaging or a related converting industry. ■ Working knowledge of flexible packaging products, specifications, the order-to-dispatch cycle and lead times. ■ Bachelor's degree or diploma in business, commerce or a related field. ■ UAE experience preferred; valid UAE driving licence an advantage. Skills ■ Excellent telephone manner: well spoken, clear and confident in professional conversations with buyers and senior customers. ■ Strong written and spoken English; Arabic or Hindi/Urdu an advantage. ■ Proficient in email (Outlook), Word, Excel (tracking sheets, lookups, pivot tables) and PowerPoint. ■ Comfortable tracking website enquiries and working in an ERP or CRM system. ■ Able to handle complaints and payment follow-ups calmly and firmly. Personal attributes ■ Disciplined, organised and neat, with strong attention to detail. ■ Positive attitude, sense of urgency and a get-it-done mindset. ■ Well groomed and professional in appearance, as the first face of NexaFlex. ■ Reliable follow-through: nothing agreed with a customer is left open.

Desired Candidate Profile

High school diploma or equivalent; associate's degree in business or related field preferred.. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software. Exceptional communication and interpersonal skills, with a friendly and professional demeanor. Employment Type Full-time

Keywords