Sales Operations Executive

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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

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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.

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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

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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

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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.