Customer Relationship (Key Account)

This role will manage and support major retail chain accounts key customers bookstore/stationery in Malaysia. This role focuses on supporting sales growth, building strong relationships with buyers, ensuring product availability, collaborating closely with the merchandising team, and executing in-store sales-related activities.

Job Responsibilities

Key Account Management

• Support daily communication with buyers, merchandisers and retail partners
• Follow up on orders, delivery status and operational matters.
• Build and maintain good business relationships with store personnel and buyers

Execution & Business Growth

• Support achievement of monthly and annual sales targets for assigned accounts.
• Monitor sell-in (to retailer) and sell-out (from store) performance  to identify growth opportunities.
• Assist in identify fast-moving and slow-moving products
• Monitor and optimize product display planograms to improve visibility and sales performance

Product Listing & Promotions

• Assist in new product listing.
• Ensure product information, pricing and barcode are accurate in retailer systems.
• Track listing status and resolve any issues
• Coordinate retailer promotional activities, festive campaigns, catalogue deals and in-store activities.
• Ensure promotional pricing and stock are properly executed in stores

Store Visits & Merchandising

• Conduct regular store visits to monitor Shelf display, product visibility, stock availability and planogram compliance.
• Ensure products are well displayed with correct price tags and POSM materials.
• Work closely with merchandisers to improve shelf arrangement and visibility

Stock & Supply Coordination

• Monitor stock levels at retailer warehouse and outlets.
• Coordinate with internal warehouse / logistics team for timely replenishment
• Prevent stock shortages or overstock situations.

Reporting

• Prepare monthly sales reports, sell in performance, fulfilments issue and promotion feedback and account updates.
• Maintain accurate sales records using Microsoft Excel

E-Commerce Support

• Manage day-to-day operations across e-commerce platforms (Shopee, Lazada, TikTok Shop)
• Ensure store layout, branding, product listings are updated
• Ensure accurate pricing, stock levels, and product variations
• Maintain seller ratings, chat response rate, and overall store health
• Plan and run campaigns (vouchers, discounts, bundles, flash sales)
• Coordinate with team to ensure timely setup.
• Monitor performance and improve sales results
• Respond to customer inquiries promptly and professionally
• Handle issues, complaints, and returns efficiently
• Maintain positive customer experience and ratings

Ad-hoc assignments / Event Support

• Provide support for company events and any other assigned duties when required

Job Requirements

• Diploma / Degree in Business, Marketing or related field
• Minimum 1–2 years relevant working experience
• Experience in procurement/ retail / FMCG / key account sales is an added advantage
• Able to communicate effectively in Mandarin, English and Bahasa Malaysia
• Mandarin speaking is required as the role needs to liaise with Mandarin-speaking customers and business partners
• Proficient in Microsoft Excel
• Responsible, proactive and willing to learn
• Willing to travel for store visits within Malaysia

Perks & Benefits

• Increment, incentive and bonus
• Allowance (travel stipends, transportation, etc.)
• Free snacks / Happy hours
• Regular team activities
• Company trips
• Medical insurance
• Open culture
• Personal development opportunities
• Paid training and development