Management
- As the Manager, you will provide leadership and mentoring to the team of Assistant Manager, Supervisor, Senior/Associates, Order Services, to support the business units on the design and bidding responsibilities, and tenders on opportunities in products and services
- Lead the conception and formulation of strategies and initiatives towards driving creativity, efficiency, productivity and effectiveness in the delivery model and organise and co-ordinate successful implementation upon approval by the management
- Cultivate and positively lead and influence the team to collaborate and partner together with the entire organisation to achieve individual, team and business goals
- Inculcate the right knowledge, technical expertise and customer service experiences and mindsets, in the team on the foundation of skillsets, competency and best business practices abiding by the Standard Operating Procedures in conducting their works
- Set operational targets for the team to render their best performances to the business and organisation
- Perform weekly review of SSC performances to quality standards set as KPI for SSC and take actions to make improvement to the results of the team and department
- Identify talents for career development and succession planning
- Member development through competency enrichment of members’ knowledge and skillsets, are primary and essential task of the incumbent
Order Fulfillment and Logistics Management
- Instilling discipline in the team and instituting best practices according to the published Standard Operating Procedures, the Manager steers the team to work closely with sales organisation on order fulfilment and rendering the best services with values
- On the strategic front, the Manager works with the Head of Department and management to develop and implement strategies to champion the team to increase productivity in output, efficiency in operational delivery and effectiveness in customer services.
Further support and leadership to eCommerce business will entail the following responsibilities and guidance to the team:
- Support business units on B2C orders directly from consumers/webshop/Shopee/ TMall/other eCommerce platforms in the International arena, reporting/updating of order status and after-sales services
- Track the company webshop and online B2C platforms on daily basis to check out customer’s enquiries, orders and warranty requests to follow up
- On receipt of confirmed order via the webstores, check the payment status and order details to ensure completeness of order placement by the consumers to process the orders
- In case of inadequacy in the order details, contact the consumers for clarification and confirmation of their intent of purchase to make sure the right product, delivery address and timing are understood and co-ordinated
- In the event of receipt of clean confirmed order, process the order, check stock availability and organize for the order to be delivered
- In case of after sales service support on warranty claims, co-ordinate the request with the factory for solutions to be provided and defects are corrected/replaced in the shortest possible response time; arrange collection/delivery and process exchanges (include store exchanges)
- Handle complaints/disputes in a tactful manner working with the consumers to find resolution amicably
- Support promotion enquiries, product information enquiry, pricing enquiries, voucher use, gift registry etc.
- Work closely with Quality team /PMs on customer complaints, facilitate root-cause investigation, providing status updates, follow-through on corrective actions and any other customer queries and approach all matters in a non-biased and professional manner
- Review the customer shopping journey at the various touchpoints online (Customer Enquiries, Website, Checkout and Payment, Delivery, Post-Purchase) to improve customer experience.
Job Requirement:
- 3 years of relevant experiences
- Experience in leading a team / people management / performance management
- Strong organisational skills, attention to details, excellent level of accuracy and self-starter with good learning mindset
- Good analytical and problem-solving skills and ability to adapt to changing environment.
- Good oral, written communication skills in English and German language
- Able to work effectively independently.
- Proficiency with MS Excel, Word.
- Knowledge in SWING (will be advantageous)
- A good team player
- Excellent customer service skills
- Excellent inter-personal skills
- Demonstrate encouraging, energetic & positive working attitude and high sense of responsibility.
We offer:
- Cafeteria
- Bonus based upon Europe EBIT – it is a team contribution to the success of the company.
- Healthcare.
- Annual doctor screening.
- Beautiful working environment.
- Home office: 2 days.
- Team of approx. 60 members in the SSC.
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