- Lead and manage the enquiry processing workflow from receipt through to final resolution or qualification.
- Monitor incoming inquiry channels (CRM tools, emails, social media, phone, WhatsApp) to ensure turnaround time (SLA) targets are strictly met.
- Coordinate cross-departmentally with Sales, Logistics, Technical, and Production teams to compile accurate quotes, proposals, or samples for prospective clients.
- Supervise, coach, and evaluate a team of customer query executives or follow-up coordinators, setting explicit performance metrics and targets.
- Manage customer escalations and complex or high-priority inquiries calmly and systematically, resolving friction points to guarantee satisfaction.
- Maintain hyper-accurate records of all customer communications, revised estimates, and lead statuses within the company CRM system.