Retention Specialist

Job Title: Customer Service / Retention Specialist – Valves

Position Summary:

The Customer Service / Retention Specialist – Valves play a pivotal role in ensuring exceptional customer satisfaction and operational support for both service and trading functions related to industrial valves. This position is responsible for managing all front-line interactions with clients, supporting internal sales and service teams,coordinating pre-sales activities, ensuring accurate documentation including credit applications, and contributing to business retention through structured follow-up and proactive communication.The role requires strong organizational, technical, and interpersonal skills, as well as the
ability to effectively use ERP and CRM systems, especially SAP, to manage data,streamline operations, and provide timely feedback to stakeholders.

Key Responsibilities:
Customer Service & Order Management:

• Serve as the first point of contact for all customer inquiries (phone, email, online),including technical queries, quotation requests, product information, service schedules, and delivery timelines.
• Enter and manage customer data, service orders, quotations, and purchase orders in ERP systems (e.g., SAP) and CRM platforms (e.g., Salesforce, Zoho).
• Monitor the status of ongoing service jobs and trading orders; proactively inform customers of progress, delays, or changes.
• Coordinate internal logistics to ensure timely delivery and execution of service contracts or product shipments.
• File and process credit applications for new clients, liaising with the finance department to ensure approval is obtained prior to order fulfillment.

Customer Retention & Relationship Management:

• Regularly follow up with existing clients post-delivery or post-service to gather feedback, resolve issues, and assess customer satisfaction.
• Maintain accurate and up-to-date customer profiles in CRM, recording communication history, service performance, and retention indicators.
• Identify dormant, declining, or high-risk accounts, and collaborate with the sales team to deploy targeted retention efforts.
• Develop a proactive communication calendar for key accounts, including reminders for upcoming service schedules, contract renewals, and annual reviews.

Pre-Sales & Opportunity Tracking:

• Research and trace new pre-opportunities in the valves (service & trading) sectorby monitoring market trends, RFQs, online tenders, and industry news.
• Qualify incoming leads and pre-opportunities, enter them into the CRM system,and assign them to the appropriate sales personnel.
• Support proposal preparation by collecting technical requirements, pricing, andlead times from internal departments.
• Track the lifecycle of opportunities from inquiry to closure, ensuring all stages are properly documented in CRM.

Coordination & Internal Communication:

• Arrange appointments and site visits for the sales and service teams by communicating with clients and scheduling based on availability and priority.
• Act as a liaison between the client and internal departments (sales, technical,logistics, accounts) to ensure seamless service delivery.
• Support the preparation of customer-specific presentations, follow-up emails, and project timelines as requested by sales representatives.

Documentation & Compliance:

• Prepare and maintain accurate records for all transactions, including quotes,service reports, invoices, delivery notes, and credit memos.
• Ensure compliance with export/import documentation for international shipments,including coordination with freight forwarders or customs brokers.
• Maintain a digital and physical filing system of customer interactions,agreements, and service history for easy retrieval and auditing purposes.

Reporting & Feedback Loop:

Generate weekly and monthly reports on:

• Service requests completed vs. pending
• Client feedback summaries and action items
• CRM opportunity pipeline status
• Retention rates and customer touchpoint activities

● Escalate recurring issues to department heads and contribute to continuous improvement initiatives based on client input.

Qualifications:

Education:
● Bachelor’s degree in Business Administration, Mechanical Engineering, Industrial Management, or a related discipline.
● Technical courses or certifications related to valves, piping systems, or industrial process equipment are a plus.

Experience:

• 1–2 years of experience in a customer service, retention, or sales support role, preferably within the industrial equipment, valves, or engineering services sector.
• Proven track record in handling ERP/CRM systems, with hands-on experience in SAP being highly desirable.
• Experience in processing credit applications, coordinating service teams, and managing technical product sales support.

Skills:

• Mid-level understanding of industrial valves and their service lifecycle (e.g.control valves, ball valves, safety valves, etc.)
• Excellent communication and interpersonal skills, both verbal and written.
• Highly proficient in SAP, CRM, ARIBA platforms, and Microsoft Office Suite (especially Excel and Outlook).
• Ability to multitask and manage shifting priorities in a fast-paced, client-facing environment.
• Strong problem-solving, time management, and negotiation skills.

Working Conditions:

• Primarily office-based with regular interaction via phone/email; occasional visits to client sites or service centers may be required.
• Normal business hours with flexibility during urgent service or delivery scenarios.

Key Performance Indicators (KPIs):

• Customer satisfaction score (CSAT) and Net Promoter Score (NPS)
• Rate of repeat business / client retention percentage
• Turnaround time for quotations, orders, and service requests
• Accuracy and completeness of credit application processing
• Volume and conversion rate of pre-opportunities tracked in CRM
• Timeliness and quality of client feedback collection and response