Careers at Lapasar

Commercial · Klang, Malaysia · Full-time

Role Overview As an Account Manager, you are the primary owner of your assigned corporate accounts. Your responsibility is to ensure every client receives exceptional service while continuously growing the account. You are expected to understand your clients’ procurement processes, anticipate their needs, coordinate with internal departments, manage supplier relationships, resolve issues quickly, and drive procurement spend through the Lapasar platform. Success in this role is measured by customer satisfaction, account growth, operational excellence, and achievement of sales targets. ⸻ Key Responsibilities Client Relationship Management Serve as the primary point of contact for assigned corporate clients. Build strong, long-term relationships with procurement teams, finance departments, and business users. Conduct regular account reviews with clients. Understand each client’s procurement policies, workflows, and business objectives. Anticipate client needs and proactively recommend improvements. Maintain high customer satisfaction and retention. ⸻ Account Growth Achieve monthly, quarterly, and annual sales targets. Increase procurement spend from existing customers. Identify upselling and cross-selling opportunities. Promote new platform features and services. Develop account growth plans for each customer. Expand platform adoption across additional departments and business units. ⸻ Order Management & Customer Success Ensure every order is processed accurately and on time. Monitor order fulfilment from purchase order to delivery. Coordinate with Procurement, Operations, Finance, and Customer Service teams to resolve issues. Escalate critical issues immediately and ensure timely resolution. Track outstanding orders and proactively communicate updates to clients. Ensure service level agreements (SLAs) are consistently met. ⸻ Supplier & Vendor Management Coordinate onboarding of client-nominated suppliers onto the Lapasar platform. Ensure suppliers complete all required documentation and verification. Assist suppliers with platform training and adoption. Monitor supplier performance and service quality. Work with Procurement teams to improve supplier responsiveness and fulfilment. Ensure supplier information remains accurate and up to date. ⸻ Project & Implementation Management Manage onboarding of new corporate clients. Coordinate implementation timelines. Ensure procurement workflows are configured correctly. Work with Product and Technical teams on system integrations where required. Conduct client training sessions. Ensure successful platform adoption. ⸻ Operational Excellence Monitor account health using key performance indicators. Ensure procurement requests are actioned promptly. Maintain accurate CRM records. Prepare account reports and business reviews. Ensure internal teams meet agreed response times. Identify process improvements to enhance customer experience. ⸻ Internal Collaboration Work closely with: Sales Procurement Operations Finance Customer Support Product Team Vendor Management Act as the client’s advocate within Lapasar. Ensure cross-functional alignment to deliver exceptional service. ⸻ Key Performance Indicators (KPIs) Revenue Monthly Sales Target Quarterly Revenue Growth Annual Revenue Growth Gross Merchandise Value (GMV) Customer Success Customer Satisfaction (CSAT) Net Promoter Score (NPS) Customer Retention Rate Client Renewal Rate Operational Order fulfilment SLA Issue resolution time First response time On-time delivery rate Escalation resolution time Vendor Management Supplier onboarding completion Supplier response time Supplier fulfilment rate Supplier performance score Account Development Upsell revenue Cross-sell revenue Active user growth Platform adoption rate Number of departments onboarded ⸻ Required Skills & Qualifications Bachelor’s Degree in Business, Marketing, Supply Chain, Procurement, or a related field. 3–5 years of experience in Account Management, Enterprise Sales, Customer Success, Procurement, or B2B SaaS. Experience managing large corporate or enterprise accounts is an advantage. Strong stakeholder management and relationship-building skills. Excellent communication and presentation abilities. Strong problem-solving and negotiation skills. Ability to manage multiple projects simultaneously. Comfortable working in a fast-paced environment. High attention to detail with excellent organisational skills. Proficiency in Microsoft Office, CRM systems, and business reporting tools. ⸻ Preferred Experience Experience in one or more of the following areas is highly desirable: Enterprise procurement Supply chain management B2B marketplaces ERP systems (SAP, Oracle, Microsoft Dynamics) eProcurement platforms Vendor management Corporate sourcing Customer Success platforms ⸻ Core Competencies Customer-first mindset Strong commercial acumen Ownership and accountability Operational excellence Relationship management Strategic thinking Effective communication Problem solving Negotiation skills Time management Collaboration Adaptability Results-driven execution ⸻ What Success Looks Like A successful Account Manager at Lapasar: Becomes a trusted advisor to every assigned client. Consistently achieves or exceeds sales and growth targets. Delivers an outstanding customer experience with high retention and satisfaction. Ensures orders are fulfilled accurately and on time with minimal escalations. Successfully onboards and manages client-nominated suppliers. Coordinates effectively across internal teams to resolve issues quickly. Identifies new opportunities to grow each account and increase platform adoption. Maintains strong, long-term client relationships built on trust, responsiveness, and measurable business value. This role requires a balance of commercial focus, operational discipline, and customer advocacy. The Account Manager is ultimately responsible for ensuring that every client views Lapasar as a strategic procurement partner rather than just a procurement platform.

Operations · Klang, Malaysia · Full-time

Role Overview The Procurement Executive is responsible for sourcing products, managing supplier quotations, fulfilling customer orders, and ensuring timely deliveries across the Lapasar marketplace. You will work closely with suppliers, Vendor Management, Account Managers, and Operations to ensure customer orders are fulfilled accurately, competitively, and within agreed service levels. This role requires strong negotiation skills, supplier relationship management, and the ability to manage multiple procurement requests simultaneously while maintaining speed and accuracy. Success in this role is measured by fulfilment speed, procurement savings, RFQ turnaround time, supplier performance, and customer satisfaction. ⸻ Key Responsibilities Procurement & Sourcing Source products and services based on customer purchase requests and RFQs. Identify suitable suppliers that meet quality, pricing, and delivery requirements. Obtain competitive quotations from multiple suppliers. Negotiate pricing, payment terms, and delivery schedules to achieve the best commercial outcomes. Continuously identify alternative suppliers to improve pricing and supply resilience. Ensure products sourced comply with customer specifications and procurement requirements. ⸻ Order Fulfilment Convert customer orders into supplier purchase orders promptly. Ensure every customer order is fulfilled accurately and completely. Coordinate with suppliers to confirm stock availability and delivery timelines. Monitor procurement progress from sourcing through to delivery. Resolve procurement-related issues that may impact fulfilment. Escalate potential supply risks early to minimise customer impact. ⸻ RFQ Management Respond to customer RFQs within agreed turnaround times. Ensure all quotations are accurate, complete, and competitive. Follow up with suppliers to obtain quotations promptly. Maintain high quotation win rates through competitive sourcing. Ensure all RFQs are closed within internal SLA timelines. ⸻ Supplier Management Build and maintain strong working relationships with suppliers. Monitor supplier pricing competitiveness. Evaluate supplier responsiveness, quality, and reliability. Work with the Vendor Management team to improve supplier performance. Support onboarding of new suppliers where additional sourcing capacity is required. ⸻ Cost Optimisation Continuously negotiate better pricing with suppliers. Identify opportunities for bulk purchasing and supplier consolidation. Drive procurement savings without compromising quality or service. Monitor market trends and pricing fluctuations. Recommend alternative products or suppliers that deliver better value. ⸻ Delivery & Operations Ensure suppliers meet committed delivery dates. Track outstanding purchase orders and expedite delayed deliveries. Coordinate with Operations and Logistics teams to resolve delivery issues. Keep Account Managers updated on order status and potential risks. Ensure customers receive timely updates when delivery schedules change. ⸻ Procurement Compliance Ensure procurement activities comply with internal policies and customer procurement requirements. Maintain complete and accurate procurement records. Ensure supplier quotations and purchase documentation are properly recorded. Support procurement audits and reporting requirements. ⸻ Continuous Improvement Identify opportunities to improve procurement processes. Recommend new sourcing strategies and supplier partnerships. Contribute ideas to improve procurement efficiency and reduce turnaround times. Support digital procurement initiatives and process automation. ⸻ Key Performance Indicators (KPIs) Procurement Performance RFQ Turnaround Time RFQ Closure Rate Purchase Order Processing Time Order Fulfilment Rate Procurement Cycle Time Commercial Performance Procurement Cost Savings Cost Avoidance Achieved Average Price Reduction Supplier Competitiveness Index Supplier Performance Supplier Response Time Supplier On-Time Delivery Rate Supplier Fulfilment Rate Supplier Quality Performance Operational Excellence Order Accuracy Delivery SLA Compliance Procurement Issue Resolution Time Backorder Rate Procurement Productivity Customer Impact Customer Satisfaction On-Time Customer Delivery Rate Order Escalation Rate Internal Stakeholder Satisfaction ⸻ Required Skills & Qualifications Bachelor’s Degree in Procurement, Supply Chain Management, Business Administration, Logistics, or a related field. 2–4 years of experience in Procurement, Purchasing, Supply Chain, Strategic Sourcing, or Buyer roles. Strong negotiation and supplier management skills. Excellent analytical and commercial decision-making abilities. Strong organisational and multitasking skills. Ability to work under pressure and manage multiple procurement requests simultaneously. High attention to detail and commitment to accuracy. Proficiency in Microsoft Office, ERP systems, procurement software, and marketplace platforms. ⸻ Preferred Experience Experience in one or more of the following areas is highly desirable: Enterprise procurement B2B marketplaces Strategic sourcing Supplier negotiations Category management Supply chain operations Indirect procurement ERP and eProcurement systems ⸻ Core Competencies Commercial acumen Negotiation skills Supplier relationship management Problem solving Operational excellence Time management Attention to detail Communication Accountability and ownership Analytical thinking Collaboration Results-driven execution ⸻ What Success Looks Like A successful Procurement Executive at Lapasar: Sources products quickly while consistently securing competitive pricing. Closes RFQs within agreed service levels with accurate and commercially attractive quotations. Ensures customer orders are fulfilled completely and delivered on time. Builds a strong supplier network capable of supporting customer requirements. Negotiates cost savings that improve margins while maintaining product quality and service levels. Proactively resolves procurement challenges before they impact customers. Collaborates effectively with Vendor Management, Account Managers, and Operations to deliver a seamless procurement experience. Continuously improves procurement efficiency, supplier performance, and overall marketplace competitiveness. This role is central to Lapasar’s marketplace operations. The Procurement Executive ensures that every customer requirement is sourced efficiently, every RFQ is responded to promptly, every order is fulfilled accurately, and every procurement decision delivers value to both the customer and the business.

Operations · Klang, Malaysia · Full-time

Role Overview The Vendor Management Executive is responsible for managing Lapasar’s supplier ecosystem from onboarding through day-to-day operations. You will be the primary point of contact for assigned vendors, ensuring they understand how to use the Lapasar platform, respond to orders promptly, fulfil orders on time, and consistently meet our service standards. This role combines relationship management, operational coordination, performance monitoring, and problem-solving to ensure suppliers deliver an excellent experience for our corporate customers. Success in this role is measured by vendor performance, order fulfilment, supplier satisfaction, and operational efficiency. ⸻ Key Responsibilities Vendor Relationship Management Build and maintain strong relationships with assigned vendors. Serve as the primary contact for supplier enquiries and operational support. Conduct regular performance reviews with vendors. Understand each supplier’s capabilities, inventory, and operational challenges. Act as the voice of the vendor internally while ensuring marketplace standards are upheld. Foster long-term partnerships with high-performing suppliers. ⸻ Vendor Onboarding Onboard new vendors onto the Lapasar platform. Guide suppliers through the registration and verification process. Assist vendors in uploading products, pricing, catalogues, and company information. Train vendors on using the Vendor Portal effectively. Ensure vendors understand operational workflows, SLAs, and marketplace policies. Verify that vendor profiles remain complete and up to date. ⸻ Order Management Monitor incoming purchase orders assigned to vendors. Ensure vendors acknowledge and accept orders promptly. Follow up on pending order confirmations. Coordinate with vendors to resolve fulfilment issues. Ensure accurate order processing from acceptance through delivery. Escalate potential delays before they impact customers. Work closely with the Procurement, Operations, and Account Management teams to resolve issues. ⸻ Vendor Performance Management Monitor vendor KPIs and service levels. Ensure vendors consistently meet delivery commitments. Track order acceptance rates and response times. Monitor cancellation rates, fulfilment accuracy, and customer complaints. Identify underperforming vendors and implement improvement plans. Recognise and develop high-performing suppliers for greater business opportunities. ⸻ Vendor Support Provide ongoing training and coaching on platform features and best practices. Troubleshoot Vendor Portal issues and coordinate with the Product or Technical teams when necessary. Assist vendors with pricing updates, product uploads, inventory management, and operational queries. Resolve supplier issues quickly while maintaining excellent service standards. Ensure vendors are informed of new platform features, policies, and initiatives. ⸻ Marketplace Operations Ensure vendors comply with marketplace policies and service level agreements. Monitor inventory availability and encourage proactive stock updates. Coordinate with vendors during promotions, campaigns, and special procurement projects. Support supplier expansion into additional product categories where appropriate. Maintain accurate vendor records and documentation. ⸻ Continuous Improvement Identify operational bottlenecks affecting supplier performance. Recommend process improvements to improve vendor experience and operational efficiency. Work with Product teams to provide feedback on Vendor Portal enhancements. Contribute ideas that improve supplier engagement and marketplace performance. ⸻ Key Performance Indicators (KPIs) Vendor Performance Vendor On-Time Delivery Rate Order Acceptance Rate Order Fulfilment Rate Order Cancellation Rate Vendor Response Time Vendor SLA Compliance Vendor Management Number of Vendors Successfully Onboarded Vendor Training Completion Rate Vendor Portal Adoption Rate Active Vendor Rate Vendor Retention Rate Operational Excellence Issue Resolution Time Escalation Resolution Time Inventory Accuracy Catalogue Accuracy Product Listing Quality Customer Impact Customer Complaints Related to Vendors Order Accuracy Delivery Success Rate Vendor Satisfaction Score Internal Stakeholder Satisfaction ⸻ Required Skills & Qualifications Bachelor’s Degree in Business, Supply Chain, Procurement, Logistics, Operations, or a related field. 2–4 years of experience in Vendor Management, Supplier Relationship Management, Procurement, Operations, Customer Success, or Account Management. Experience working with eCommerce, B2B marketplaces, or procurement platforms is an advantage. Strong relationship management and communication skills. Excellent organisational and coordination abilities. Strong problem-solving and conflict resolution skills. Ability to manage multiple vendors and priorities simultaneously. High attention to detail and a proactive approach to issue resolution. Proficiency in Microsoft Office and marketplace, ERP, or CRM systems. ⸻ Preferred Experience Experience in one or more of the following areas is highly desirable: B2B marketplaces Procurement operations Supplier relationship management Supply chain management eCommerce operations Enterprise procurement Vendor onboarding Order fulfilment ⸻ Core Competencies Relationship management Customer and vendor service orientation Operational excellence Accountability and ownership Communication and negotiation Problem solving Conflict resolution Attention to detail Time management Collaboration Continuous improvement Results-driven execution ⸻ What Success Looks Like A successful Vendor Management Executive at Lapasar: Builds trusted, long-term relationships with assigned vendors. Ensures suppliers are fully trained and actively use the Vendor Portal. Achieves consistently high order acceptance and on-time delivery rates. Resolves supplier issues quickly and effectively with minimal escalation. Drives continuous improvements in vendor performance and service quality. Maintains accurate product catalogues, pricing, and supplier information. Collaborates effectively with Procurement, Operations, Product, and Account Management teams to ensure a seamless customer experience. Holds vendors accountable to Lapasar’s service standards while supporting them to succeed on the marketplace. This role is critical to the success of Lapasar’s marketplace. The Vendor Management Executive ensures that suppliers are not only operationally efficient but also engaged partners who contribute to delivering a reliable, high-quality procurement experience for every corporate customer.

Commercial · Kalng, Malaysia · Full-time

Role Overview The Sales Operations Executive is responsible for ensuring the smooth execution of customer orders from the moment an order is received until it is successfully delivered and completed. You will coordinate closely with Sales, Account Management, Procurement, Vendor Management, Finance, Operations, and Customer Service to ensure orders are processed promptly, stakeholders remain informed, issues are resolved quickly, and customers receive an outstanding experience. This role plays a critical part in customer retention by ensuring operational excellence, proactive communication, and timely issue resolution. Success is measured by order processing efficiency, SLA compliance, customer satisfaction, retention, and operational accuracy. ⸻ Key Responsibilities Order Processing & Coordination Ensure all customer orders are accurately keyed into the system within agreed service level agreements (SLAs). Verify order information for completeness and accuracy before processing. Assign and route orders to the relevant internal teams for fulfilment. Monitor orders throughout the fulfilment lifecycle to ensure progress at every stage. Ensure order statuses are updated accurately and in real time. Identify bottlenecks and proactively follow up to prevent delays. ⸻ Cross-Functional Coordination Coordinate with Procurement, Vendor Management, Logistics, Finance, Account Management, and Customer Service teams. Ensure all stakeholders are informed of new orders, priority requests, delivery timelines, and potential risks. Follow up with internal teams to ensure tasks are completed within SLA. Escalate delays or operational issues promptly and drive them to resolution. ⸻ Customer Success & Support Serve as an operational point of contact for customer enquiries. Provide timely updates on order status and delivery schedules. Ensure customers receive proactive communication throughout the procurement process. Handle customer service issues professionally and ensure they are resolved promptly. Coordinate with internal teams to provide effective solutions to customer concerns. Ensure every customer interaction reflects Lapasar’s commitment to service excellence. ⸻ Customer Retention Build strong working relationships with assigned customers through consistent and responsive service. Identify operational issues that could negatively impact customer satisfaction and address them proactively. Monitor recurring customer concerns and recommend corrective actions. Work closely with Account Managers to improve customer experience and retention. Support initiatives that increase customer engagement and platform adoption. ⸻ Order Monitoring & SLA Management Track all active orders against internal and customer SLAs. Ensure procurement, supplier confirmations, fulfilment, and delivery milestones are achieved on time. Monitor ageing orders and expedite delayed transactions. Maintain visibility of all outstanding operational activities until completion. Ensure completed orders are closed accurately in the system. ⸻ Customer Service Excellence Resolve customer complaints efficiently and professionally. Coordinate investigations for order discrepancies, delivery delays, damaged goods, or fulfilment issues. Ensure corrective actions are implemented to prevent recurring issues. Maintain detailed records of customer interactions and issue resolutions. ⸻ Operational Excellence Maintain accurate customer and order records. Ensure data integrity across internal systems. Prepare operational reports and customer updates when required. Identify opportunities to improve operational workflows and customer experience. Support automation and continuous improvement initiatives within Sales Operations. ⸻ Key Performance Indicators (KPIs) Order Management Order Entry Turnaround Time Order Processing Accuracy Order Status Update Compliance Order Completion Rate Order Ageing Performance Operational Excellence SLA Compliance Internal Response Time Escalation Resolution Time Operational Accuracy Workflow Efficiency Customer Success Customer Satisfaction (CSAT) Customer Retention Rate First Response Time Customer Issue Resolution Time Customer Complaint Resolution Rate Cross-Functional Performance Stakeholder Response Time Cross-Department SLA Compliance Order Escalation Rate Internal Service Quality Continuous Improvement Process Improvement Initiatives Implemented Reduction in Operational Errors Reduction in Customer Complaints Productivity and Throughput ⸻ Required Skills & Qualifications Bachelor’s Degree in Business Administration, Operations Management, Supply Chain, Customer Service, or a related field. 2–4 years of experience in Sales Operations, Customer Success, Order Management, Customer Service, Procurement Operations, or B2B Operations. Strong organisational and coordination skills. Excellent communication and stakeholder management abilities. High attention to detail and commitment to accuracy. Ability to prioritise multiple tasks and work under pressure. Strong problem-solving and analytical skills. Proficiency in Microsoft Office, CRM systems, ERP systems, and order management platforms. ⸻ Preferred Experience Experience in one or more of the following areas is highly desirable: B2B marketplaces Enterprise procurement Customer Success Sales Operations Order Management ERP systems CRM platforms Operations coordination ⸻ Core Competencies Customer-centric mindset Operational excellence Ownership and accountability Communication and coordination Problem solving Attention to detail Time management Collaboration Adaptability Process improvement Organisational skills Results-driven execution ⸻ What Success Looks Like A successful Sales Operations Executive at Lapasar: Ensures every customer order is processed accurately and within SLA. Maintains end-to-end visibility of all active orders, ensuring progress at every stage until successful delivery. Coordinates effectively across Procurement, Vendor Management, Account Management, Finance, Logistics, and Customer Service to eliminate delays and improve execution. Resolves customer enquiries and operational issues quickly, professionally, and with minimal escalation. Delivers a consistently high level of customer service that strengthens trust and long-term relationships. Supports Account Managers in retaining customers by ensuring an exceptional operational experience. Identifies opportunities to improve workflows, reduce operational inefficiencies, and enhance the overall customer journey. This role is the operational backbone of Lapasar’s customer experience. The Sales Operations Executive ensures that every order is executed efficiently, every stakeholder is aligned, every customer is kept informed, and every issue is resolved with speed and accountability, ultimately driving customer satisfaction, retention, and long-term business growth.

Commercial · Kalng, Malaysia · Full-time

Role Overview The Business Development Executive is responsible for identifying new business opportunities, acquiring new corporate customers, and growing Lapasar’s customer base. You will actively prospect, engage decision-makers, conduct product demonstrations, prepare proposals, negotiate commercial terms, and close new business. Working closely with Account Management, Sales Operations, and Customer Success, you will ensure a smooth onboarding experience and lay the foundation for long-term customer relationships. Success in this role is measured by new customer acquisition, sales revenue, pipeline growth, and achievement of sales targets. ⸻ Key Responsibilities New Business Development Identify and develop new business opportunities across target industries. Prospect potential customers through cold calling, email outreach, LinkedIn, networking, referrals, and events. Build and maintain a healthy sales pipeline. Qualify leads based on business potential and customer fit. Schedule meetings and product demonstrations with decision-makers. Develop strategic account acquisition plans. ⸻ Sales & Revenue Growth Achieve monthly, quarterly, and annual sales targets. Acquire new corporate customers onto the Lapasar platform. Generate new procurement opportunities within existing and new markets. Prepare quotations, proposals, and commercial presentations. Negotiate commercial terms and close new business opportunities. Accurately forecast sales opportunities and revenue. ⸻ Client Engagement Understand customers’ procurement processes, challenges, and business objectives. Position Lapasar’s solutions based on customer needs. Build relationships with procurement, finance, operations, and management stakeholders. Deliver professional presentations and product demonstrations. Address customer objections with confidence and commercial understanding. ⸻ Market Development Research target industries and identify high-potential prospects. Monitor market trends and competitor activities. Identify new verticals and market opportunities. Gather customer feedback to improve products and services. Represent Lapasar at exhibitions, networking events, and industry conferences when required. ⸻ Sales Process Management Maintain accurate records of all sales activities within the CRM system. Track leads throughout the sales lifecycle. Prepare regular sales reports and pipeline updates. Ensure proposals and follow-ups are completed promptly. Maintain high standards of sales discipline and documentation. ⸻ Customer Handover Coordinate with Account Management and Sales Operations during customer onboarding. Ensure customer requirements are clearly communicated to internal teams. Support implementation and onboarding activities where required. Ensure a smooth transition from sales to ongoing account management. Maintain customer relationships during the early stages of engagement to maximise adoption and satisfaction. ⸻ Internal Collaboration Work closely with: Account Management Sales Operations Procurement Vendor Management Product Marketing Finance Share market insights and customer feedback to improve Lapasar’s products and services. Support company-wide growth initiatives. ⸻ Key Performance Indicators (KPIs) Sales Performance Monthly Sales Revenue Quarterly Sales Revenue Annual Sales Target Achievement Gross Merchandise Value (GMV) Generated New Customer Acquisition Business Development Qualified Leads Generated Sales Meetings Conducted Product Demonstrations Delivered Proposal Conversion Rate Opportunity Win Rate Pipeline Management Pipeline Value Sales Forecast Accuracy Sales Cycle Duration Follow-up Response Time CRM Data Accuracy Customer Success Customer Onboarding Completion Customer Activation Rate Early Customer Retention Customer Satisfaction During Onboarding ⸻ Required Skills & Qualifications Bachelor’s Degree in Business Administration, Marketing, Sales, Commerce, or a related field. 2–5 years of experience in Business Development, Enterprise Sales, B2B Sales, Corporate Sales, or Account Acquisition. Proven ability to achieve or exceed sales targets. Strong prospecting and lead generation skills. Excellent communication, presentation, and negotiation abilities. Strong commercial and business acumen. Self-motivated with a results-oriented mindset. Ability to manage multiple sales opportunities simultaneously. Proficiency in Microsoft Office and CRM platforms. ⸻ Preferred Experience Experience in one or more of the following areas is highly desirable: Enterprise sales B2B marketplaces Procurement solutions SaaS sales Supply chain solutions ERP platforms Corporate procurement Digital transformation solutions ⸻ Core Competencies Business development Prospecting and lead generation Consultative selling Negotiation Relationship building Commercial acumen Communication and presentation Problem solving Time management Resilience and persistence Collaboration Results-driven execution ⸻ What Success Looks Like A successful Business Development Executive at Lapasar: Consistently achieves or exceeds sales and new customer acquisition targets. Builds a strong pipeline of qualified opportunities and maintains disciplined follow-up. Develops trusted relationships with procurement and business decision-makers. Clearly articulates Lapasar’s value proposition and demonstrates how the platform solves customer procurement challenges. Successfully converts prospects into long-term customers through a consultative sales approach. Ensures a smooth onboarding experience by working closely with internal teams and handing over customers effectively. Continuously identifies new markets, industries, and opportunities that contribute to Lapasar’s growth. This role is responsible for expanding Lapasar’s presence in the market by bringing new enterprise customers onto the platform. The Business Development Executive is expected to combine strong sales execution, strategic relationship building, and commercial awareness to generate sustainable revenue growth and strengthen Lapasar’s position as a leading B2B procurement marketplace.

Operations · Klang, Malaysia · Full-time

Role Overview The Customer Service Executive is responsible for delivering outstanding support to Lapasar’s corporate customers by handling enquiries, resolving issues, and ensuring every interaction is managed professionally and efficiently. You will work closely with Sales Operations, Account Management, Procurement, Vendor Management, Logistics, and Finance to resolve customer issues, provide timely updates, and ensure customer satisfaction. The Customer Service Executive is expected to act as the voice of the customer internally, ensuring that issues are escalated appropriately and resolved within agreed service levels. Success in this role is measured by customer satisfaction, response times, issue resolution, and customer retention. ⸻ Key Responsibilities Customer Support Serve as the first point of contact for customer enquiries via phone, email, live chat, and other communication channels. Respond to customer enquiries promptly, professionally, and accurately. Assist customers with order enquiries, product information, delivery updates, invoices, returns, and platform-related questions. Ensure every customer interaction is handled with empathy, professionalism, and urgency. ⸻ Issue Resolution Investigate customer complaints and operational issues. Coordinate with Procurement, Vendor Management, Sales Operations, Logistics, Finance, and Account Management to resolve customer concerns. Ensure customer issues are resolved within agreed service level agreements (SLAs). Escalate complex issues promptly while maintaining ownership until resolution. Keep customers informed throughout the resolution process. ⸻ Order & Delivery Support Provide customers with accurate updates on order status and delivery timelines. Assist customers with order modifications where applicable. Coordinate with internal teams to minimise delays and disruptions. Support customers with returns, replacements, damaged goods, missing items, and delivery discrepancies. Ensure completed cases are documented accurately. ⸻ Customer Experience Build positive relationships with customers through excellent service. Ensure customers have a smooth and hassle-free procurement experience. Proactively follow up with customers on unresolved issues. Gather customer feedback and recommend improvements to enhance service quality. Identify recurring issues and suggest preventive solutions. ⸻ Customer Retention Deliver a consistently high standard of service that strengthens customer loyalty. Work closely with Account Managers to support customer retention initiatives. Identify customers at risk of dissatisfaction and escalate concerns early. Contribute to improving overall customer experience across the marketplace. ⸻ Documentation & Reporting Record all customer interactions accurately in internal systems. Maintain detailed case notes and issue histories. Track issue trends and recurring customer concerns. Prepare reports on customer service performance when required. Ensure compliance with company service standards and procedures. ⸻ Continuous Improvement Identify opportunities to improve customer service processes. Contribute ideas to improve customer communication and operational workflows. Participate in training to enhance product knowledge and customer service skills. Support the implementation of new customer service initiatives and technologies. ⸻ Key Performance Indicators (KPIs) Customer Service Customer Satisfaction Score (CSAT) Net Promoter Score (NPS) First Response Time Average Resolution Time First Contact Resolution Rate Operational Performance SLA Compliance Case Resolution Rate Escalation Rate Case Backlog Customer Follow-up Compliance Customer Retention Customer Retention Rate Customer Complaint Resolution Rate Repeat Complaint Rate Customer Feedback Score Quality & Productivity Number of Cases Handled Quality Assurance Score Documentation Accuracy Customer Communication Quality ⸻ Required Skills & Qualifications Diploma or Bachelor’s Degree in Business Administration, Customer Service, Communications, or a related field. 2–4 years of experience in Customer Service, Customer Support, Call Centre, Customer Success, or Operations. Strong verbal and written communication skills. Excellent problem-solving and conflict resolution abilities. Strong organisational and multitasking skills. Ability to remain calm and professional under pressure. High attention to detail and customer-focused mindset. Proficiency in Microsoft Office, CRM systems, helpdesk platforms, and customer service software. ⸻ Preferred Experience Experience in one or more of the following areas is highly desirable: B2B customer service Enterprise procurement eCommerce or marketplace operations Customer Success ERP systems CRM platforms Order management Supply chain or logistics support ⸻ Core Competencies Customer-centric mindset Communication skills Problem solving Conflict resolution Empathy and professionalism Attention to detail Time management Accountability and ownership Collaboration Adaptability Organisational skills Results-driven execution ⸻ What Success Looks Like A successful Customer Service Executive at Lapasar: Responds quickly and professionally to every customer enquiry. Resolves customer issues efficiently while maintaining a positive customer experience. Coordinates effectively with internal departments to ensure timely resolution of operational issues. Keeps customers informed with accurate and proactive communication throughout the order lifecycle. Maintains high customer satisfaction through responsiveness, ownership, and professionalism. Identifies opportunities to improve customer service processes and reduce recurring issues. Builds trust and confidence with customers, contributing to long-term retention and loyalty. This role is essential to delivering Lapasar’s commitment to exceptional customer service. The Customer Service Executive ensures that every customer receives timely support, every issue is resolved with urgency and accountability, and every interaction reinforces Lapasar’s reputation as a trusted procurement partner.