The Client Retention Associate ensures existing clients receive timely, well-coordinated after-sales support, particularly around spares ordering, procurement, and logistics, while identifying opportunities to deepen and develop client relationships. The role sits at the intersection of operations and business development, translating smooth service delivery into long-term client value and repeat business.
Key Responsibilities
Spares & Order Management
Manage the end-to-end process for client spares orders, from request through sourcing, delivery coordination, and confirmation of receipt.
Prepare client offers/quotations and track orders through to completion, keeping clients updated at each stage.
Process Purchase Orders (POs) accurately against the agreed Request for Quotation (RFQ), ensuring items sourced match what was requested and approved.
Procurement & Logistics
Carry out procurement activities for spares and related items, liaising with vetted local and foreign suppliers.
Follow up consistently with local and foreign freight forwarders to track shipments and resolve delays proactively.
Arrange logistics (clearing, transport, delivery scheduling) to ensure client orders arrive on time and in good condition.
Client Relationship & Retention
Act as a key point of contact for clients on after-sales matters, building trust through responsiveness and follow-through.
Analyse client requirements/requests and provide sound, informed advice, flagging alternatives or trade-offs where relevant.
Develop and document long-term processes and service standards that strengthen client relationships and increase the perceived value of Bisedge's offering.
Monitor client satisfaction and escalate recurring issues internally for resolution.
Business Development
Support business development efforts with a specific focus on after-sales and spares revenue.
Participate in E-auctions and tenders for client projects, preparing required documentation and pricing input.
Identify upsell/cross-sell opportunities within existing accounts based on client usage patterns and needs.
Cross-Functional Collaboration
Work closely with Sales, Technical/Operations, Finance, and Warehouse teams to implement growth and retention strategies.
Feed client insights back to relevant departments to inform product/service improvements.
What we're looking for
Excellent communication skills and the ability to transform customer conversations into business-driving relationships while still managing to serve the customers' goals as best as possible.
Fleet Spare Part Knowledge and Management
Issue Resolutions
Exceptional negotiation, persuasion, and interpersonal skills.
Self-motivated, proactive, and able to work independently as well as part of a team.
Ability to prioritize tasks, manage time effectively, and meet deadlines.
Bachelor's degree in Business Administration, Supply Chain, Engineering, or related field.
3 - 6 years in inventory management, inventory acquisitions or equipment procurement or sales.