Senior Sales Support Officer

About Carrier

Carrier is a global leader in intelligent climate and energy solutions, committed to creating healthier, safer, and more sustainable environments. With a legacy of innovation and a world-class, diverse workforce, we continue to lead by keeping customers at the center of everything we do. Our performance-driven culture fuels long-term value creation through strategic investments and bold growth initiatives.

The Role

The Sales Support Officer / Senior Officer is responsible for providing end-to-end sales and operational support to ensure smooth order fulfilment and high customer satisfaction. This role manages order processing, inbound and outbound shipment coordination, customer enquiries, and administrative support, while ensuring compliance with import/export regulations. The role requires strong coordination skills, high accuracy in documentation, and effective communication with customers, suppliers, warehouse, freight forwarders, internal sales teams, internal purchaser and relevant parties

Responsibilities

Order & Sales Support

• Process customer purchase orders accurately and timely into sales orders in SAP.

• Monitor and manage open orders end-to-end, from order creation to warehouse release and final delivery to customers.

• Provide backend sales support, including order status updates, documentation preparation, and coordination with internal teams.

• Act as the primary point of contact for customers regarding order status, delivery timelines, and general enquiries.

• Generate quotations to customers based on Price List, Special Campaign prices.

Customer Service & Coordination

• Handle customer enquiries via email, phone, or meetings, including part numbers, product details, pricing, quotations, and payment terms.

• Coordinate directly with suppliers for customer direct shipment orders.

• Coordinate outbound shipment arrangements when required.

• Monitor delivery schedules and product quality to ensure customer requirements are met.

• Follow up on customer discrepancies, complaints, or delivery issues and manage service recovery in a timely manner.

Administrative & Process Support

• Maintain accurate records and documentation in SAP and other systems.

• Support continuous improvement initiatives to enhance order management efficiency, customer experience, and operational accuracy.

• Collaborate closely with sales, warehouse, finance, and logistics teams to ensure smooth daily operations.

• Support regular audit activities.

Key Performance Indicators (KPIs)

• Order Processing Accuracy

• On-Time Delivery Performance

• Customer Response Time

• Open Order Management

• Customer Satisfaction

• Service Recovery Efficiency

Role Purpose:

• Coordinate between ARCD supply chain and customer supply chain for OTD

• Improve customer experience

• Deliver best in class customer support

Minimum Requirements:

• Minimum Diploma or Bachelor degree qualification) with at least 3 years of relevant experience.

• 3–5 years of working experience in sales support, order management, customer service, or logistics related roles is desirable

• Strong knowledge of import/export processes, customs procedures, and documentation requirements (Singapore and/or Malaysia).

• Proven experience in inbound shipment handling and coordination with freight forwarders.

• Exposure to outbound shipment coordination is an advantage.

• Proficient in Microsoft Office (Excel, Word, Outlook) and SAP ERP systems.

• Strong coordination, communication, and stakeholder management skills.

• High attention to detail with strong accuracy in data and documentation.

• Good time management with the ability to handle multiple orders and deadlines.

• Able to work independently with minimal supervision while managing routine operational tasks effectively.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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