General Trade Operations Associate

Position: General Trade Operations Associate Department: Sales – Customer Response Team Reports To: General Trade Manager / Area Sales Manager Job Purpose The General Trade Associate is responsible for end-to-end order processing, customer coordination, and execution support across the general trade channel. The role ensures accurate order capture, timely invoicing, delivery coordination, and issue resolution to drive sales continuity, customer satisfaction, and operational efficiency. Key Responsibilities 1. Order Processing & System Accuracy • Process customer orders received via email, WhatsApp, Solutech, or other approved channels. • Capture and validate orders in SAP ensuring correct quantities, pricing, and discounts. • Verify and confirm GT orders before approval to ensure data accuracy. • Reprint and release delivery notes and invoices where required. 2. Customer Engagement & Sales Support Call customers to: • Address inquiries and resolve order-related issues • Support selling initiatives and upsell products • Communicate ongoing offers and promotions • Proactively follow up on pending or long-standing customer orders. 3. Sales Coordination & Order Fulfilment Work closely with HODs and sales teams to: • Provide order status updates • Prioritize urgent or high-value orders • Coordinate with logistics to ensure timely dispatch and delivery. • Track orders to ensure completeness and minimize delays or short supplies. 4. Invoice, Credit & Documentation Control • Verify and sign invoices (excluding specific accounts such as Suntory where applicable). • Review and validate all market return credit notes before approval. • Ensure proper documentation and audit compliance for all transactions. 5. Issue Resolution & Exception Handling • Identify and escalate dispatch challenges (e.g., stock unavailability, short expiry, delays). • Coordinate with relevant stakeholders to resolve order fulfillment gaps. • Support resolution of customer complaints related to deliveries and invoicing. 6. Logistics & Distribution Coordination Liaise with logistics teams to: • Confirm tonnage planning and truck allocation • Resolve offloading challenges at customer premises • Ensure smooth last-mile delivery execution. 7. Administrative & Operational Support • Maintain accurate records of orders, invoices, and delivery notes. • Participate in urgent operational meetings and provide updates. • Support onboarding/induction of new employees within the function where required. Requirements Qualifications & Experience • Bachelor’s degree or Diploma in Business, Sales, or Supply Chain • 2–4 years’ experience in general trade sales operations or order management • Experience working with SAP or similar ERP systems • FMCG experience is highly preferred