Career
Are you interested in working for a growing automation company with a global workforce?
Business Account Executive
Department: Business Development
Project Location(s): HQ Penang, Malaysia
Education: Related Degree/Master Degree
Compensation: Depending on experience
Customer Relationship Management & Account Retention
- Serve as the primary contact person for assigned customer accounts, ensuring professional, responsive, and consistent communication.
- Build and maintain strong, long-term customer relationships by understanding business needs, operational challenges, and strategic objectives.
- Conduct regular account reviews to assess customer satisfaction and identify opportunities for service improvement and business growth.
- Drive customer retention through proactive engagement, timely follow-ups, and effective after-sales support.
- Resolve customer concerns promptly and coordinate with internal stakeholders to ensure successful issue resolution.
Customer Communication & Account Coordination
- Manage customer enquiries related to RFQs, quotations, order status, inventory availability, delivery schedules, and project updates.
- Coordinate closely with Engineering, Operations, Production, and Business Development teams to ensure customer expectations are met.
- Prepare professional quotations, proposals, reports, and business correspondence.
- Maintain accurate customer records and activity tracking within CRM and ERP systems.
Customer Satisfaction & Experience Excellence
- Gather and analyze customer feedback to enhance service quality and overall customer experience.
- Monitor customer satisfaction levels and implement improvement initiatives where necessary.
- Collaborate with internal teams to address service gaps and establish preventive measures.
- Champion NSW’s customer-first culture by delivering exceptional service across all customer touchpoints.
Cross-Functional Collaboration
- Work closely with Business Development, Marketing, Engineering, and Operations teams to align customer needs with business objectives.
- Support customer engagement initiatives, business reviews, and account development activities.
- Participate in customer visits, meetings, and review sessions to strengthen partnerships and identify growth opportunities.
- Prepare account performance reports and customer retention updates for management review.
CRM, Reporting & Documentation
- Maintain accurate records of customer interactions, opportunities, quotations, and project updates within CRM platforms.
- Generate periodic reports on account performance, customer satisfaction, and business opportunities.
- Document customer success stories, lessons learned, and best practices for knowledge sharing.
Market Research & Business Intelligence
- Conduct research on industry trends, customer markets, emerging technologies, and competitor activities.
- Provide market insights and customer feedback to support strategic planning and business development efforts.
- Analyze customer requirements and market trends to identify future business opportunities.
- Represent NSW Automation at industry exhibitions, conferences, and networking events when required.
Compliance & Governance
- Ensure all customer communications, proposals, and documentation comply with company policies, branding guidelines, and industry regulations.
- Adhere to internal SOPs, confidentiality requirements, and documentation standards.
- Stay informed on relevant industry regulations and compliance requirements to support business operations.
Education
- Bachelor’s Degree or Diploma in Engineering, Business Administration, Marketing, Information Technology, or a related field.
- MBA, Project Management, Technical Sales, CRM, or other relevant professional certifications will be an added advantage.
Experience & Skills
- Minimum 2–5 years of experience in Account Management, Customer Success, Technical Sales Support, Business Development, Customer Service, Proposal Engineering, or related fields.
- Experience managing customer accounts and building long-term business relationships.
- Exposure to industrial automation, manufacturing, engineering solutions, system integration, or technology-related industries is highly preferred.
- Strong customer service mindset with excellent communication and interpersonal skills.
- Ability to handle multiple priorities in a fast-paced environment while maintaining attention to detail.
- Experience using CRM, ERP, and project management tools.
- Proficient in Microsoft Office applications (Excel, PowerPoint, Word).
- Strong analytical, coordination, problem-solving, and organizational skills.
- Good command of English; proficiency in Mandarin or additional languages is an added advantage due to our multinational customer base.
Additional Requirements
- Willingness to travel occasionally for customer visits, business meetings, industry events, exhibitions, and strategic engagements.
- Possess own transportation and a valid driving license.
- Comfortable working collaboratively across multiple departments and stakeholders.
