Job Description

As a Sales Operations & Support Executive, you will support the day to day sales and operational functions of the business.

Reporting to the Operations Manager, you will work closely with outlet teams across Malaysia and HQ departments to ensure smooth execution of sales processes, resolve operational issues, and support the implementation of company initiatives.

Get to Know the Team

The Retail Operations team supports the operational needs of our retail outlets across Malaysia. We work closely with outlet teams and HQ functions to ensure daily operations run smoothly, processes are followed consistently, and operational issues are resolved effectively.

Our scope covers retail operations, sales operations, governance, performance and compliance with a focus on improving outlet execution and overall business efficiency.

Get to Know the Role

We are looking for a proactive and organised Sales Operations & Support Executive who enjoys solving problems, working with systems and data, and supporting frontline teams.

You will serve as a key point of contact for outlet enquiries, coordinate with relevant HQ departments, troubleshoot sales and system issues, and help turn recurring operational challenges into practical improvements.

What You'll Do2. Process Improvement3. Systems & IT Support4. Training & Operational Readiness

Outlet Sales & Operations Support
Provide day to day sales and operational support to outlets, ensuring compliance with approved processes and SOPs.
Handle outlet enquiries relating to sales transactions, billing, invoicing, voids, conversions, refunds, payment modes, promotions, treatment redemption, service points, packages, and customer balances.
Review outlet requests and transaction records to identify discrepancies, errors, or unusual cases, escalating matters requiring management approval.
Support the implementation of approved sales campaigns, pricing, programmes, and operational initiatives.
Coordinate with HQ departments, including Finance, IT, CRM, and HR, to resolve outlet issues and ensure timely follow up.
Maintain accurate records of outlet requests, issues, actions taken, and resolutions, while identifying recurring problems and highlighting operational risks to the Operations Manager.
Work with the Operations Manager to implement initiatives that improve sales processes and outlet operational efficiency.
Identify recurring issues, workflow gaps, and root causes, and recommend practical solutions.
Assist in developing and maintaining workflows, trackers, reporting tools, and operational documentation.
Support the rollout of new SOPs and processes, gather feedback from outlet teams, and follow up to ensure consistent implementation.
Act as the operational link between outlets, Retail Operations, and IT for sales and system related matters.
Provide first level support for ERP and other sales systems, troubleshooting routine system and process issues where possible.
Translate outlet issues and operational requirements into clear information for IT and system teams.
Track system issues and enhancement requests through to resolution, and support system testing, user acceptance testing (UAT), and the rollout of approved enhancements.
Support system and SOP training, process briefings, and onboarding for outlet teams.
Identify common knowledge gaps through outlet enquiries, recurring errors, and operational observations.
Follow up after training and new process rollouts to identify execution gaps and provide further clarification where needed.

What We're Looking For

Fresh graduates are welcome to apply. Candidates with 1 to 3 years of experience in retail operations, sales operations, sales support, customer service, or a similar role will have an advantage.
Experience supporting multiple outlets or working in a retail environment is an advantage.
Strong communication and coordination skills, with the ability to work effectively with outlet teams and HQ stakeholders.
Good attention to detail when handling sales transactions, customer information, and operational data.
Able to manage multiple tasks, prioritise effectively, and follow through until completion.
Proactive, organised, and comfortable working in a fast paced environment.
Strong problem solving skills and willingness to learn new systems, processes, and tools.
Familiarity with Google Sheets and Notion will be an advantage.