Key Account Specialist

ABOUT WECARE
WeCare Group is a fast-growing B2B distributor of industrial supplies in Vietnam. The company sells industrial hardware and consumables, including fasteners, welding materials, adhesives, packaging film, pipes and fittings, and metal hardware, from a catalog of thousands of SKUs to two customer groups: hardware shops across the country and manufacturing factories. It buys from suppliers, holds its own inventory, and delivers to downstream business customers nationwide.
THE ROLE
WeCare Group is Vietnam's leading B2B industrial supplies distribution platform, processing over 100,000 orders/month across nationwide manufacturing and hardware retail channels.
Manage and maintain relationships with assigned Partners and customers, ensuring that customer requests, quotations, orders, and after-sales activities are handled accurately and in a timely manner.
The position serves as the key point of contact between Partners, customers, and internal teams such as Sourcing and Logistics. The role is responsible for ensuring smooth order execution, maintaining customer satisfaction, driving repeat orders, and identifying opportunities to expand business with existing accounts.
KEY RESPONSIBILITIES
1. Accounts & Customer Management (70%)
Act as the primary point of contact for assigned Partners and customers; receive, respond to, and resolve customer requests and issues in a timely manner.
Build and maintain strong, long-term relationships with Partners and customers.
Understand customer requirements, product usage, purchasing needs, and potential issues in order to provide appropriate support.
Provide product consultation and prepare quotations based on customer requirements.
Follow up on quotations, sample orders, and official orders, and proactively update customers on order status.
Work closely with Sourcing and Logistics teams to ensure orders are fulfilled accurately and on time.
Verify product names, codes, specifications, and customer requirements against WeCare's product catalogue to minimize product mismatches, order errors, and returns.
Handle customer feedback and after-sales issues and coordinate with relevant internal teams to ensure timely resolution.
Follow up with customers who have received quotations but have not yet placed orders, understood the reasons, and propose appropriate solutions.
Monitor customer purchasing patterns and proactively identify opportunities for repeated orders and additional product requirements.
2. Customer Retention & Account Development (30%)
Develop and maintain long-term relationships with customers within the assigned account portfolio.
Proactively identify additional customer needs and recommend relevant products or solutions.
Monitor customer usage and purchasing history to identify opportunities for upselling, cross-selling, and repeat purchases.
Coordinate with the Field Sales team when customers require on-site visits, technical consultation, or further business development.
Receive and manage newly assigned customers from internal sources or Partners, ensuring proper onboarding and ongoing account management.
Maintain accurate customer information, communication history, quotations, orders, and account activities in the CRM system.
3. CRM & Reporting (10%)
Maintain accurate and up-to-date customer, quotation, order, and account information in the CRM system.
Track sales opportunities and proactively conduct follow-ups according to the agreed action plan.
Prepare regular reports on customer status, orders, issues, and business development opportunities.
Work closely with the Southern Region Manager to monitor account performance, sales results, and customer-related issues.