Inside Sales Staff

The Inside Sales acts as the commercial owner for assigned existing customers, including customers in Vietnam and inquiries / RFQ from KWE overseas related to the assigned portfolio. The Inside Sales is accountable for revenue, margin, customer retention, and business growth within the customer portfolio handled. He/she is recorded as the Sales Owner in UFS for the business managed.
► Sales Ownership & Quotation
• Own commercial relationship with assigned customers.
• Handle inquiries, RFQs, spot quotes, monthly rates and long‐term quotations.
• Explain rate structure, FSC/SSC pass-through (at-cost) mechanism, and commercial terms to customers.
• Obtain customer acceptance and ensure internal approvals/alignment (service feasibility, pricing, and credit terms) before execution.
• Prepare and participate in QBR/MBR and monthly KPI reviews with customers/management (as assigned).
• Consult customers and propose service solutions/cost optimization/cross-selling opportunities in coordination with Products
► Coordination with Products & related teams
• Act as the Sales interface with Products and related teams (Procurement, Pricing, CS, Documentation, and overseas agents) after business is awarded.
• Create/update SOPs, handling instructions, awarded RFQ details, and special requirements clearly and share them with relevant stakeholders. Conduct internal briefing/training to ensure operations/billing teams execute correctly per agreed SOP/requirements
• Follow up execution status and support smooth handover, while execution responsibility remains with Operations / CS.
• Billing & AR coordination: Provide billing instructions (billing flow, required supporting documents) to the Billing team to enable customer payment. For overdue/delinquent payment cases, Billing escalates to Inside Sales; Inside Sales contacts the customer to ensure payment is made as per contract.
• Handle exceptions such as ad-hoc requests, rate discrepancies, claims (e.g., damage), or service failures that impact P&L.
• Coordinate internally to resolve issues and maintain customer satisfaction.
► Reporting & Compliance
• Maintain accurate system updates (UFS/CRM, customer profiles), documentation, and sales records.
• Negotiate and manage service contracts with customers (as assigned).
• Provide market updates to customers; regularly review customer demand and monitor volume/revenue by customer using available databases/reports.
• Conduct customer satisfaction surveys and drive improvement actions based on survey feedback.
• Provide regular sales and customer performance reports as required.
• Comply with company policies, SOPs and internal controls.