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Assistant Manager, Customer Service
1 month ago
Purpose & Overall Relevance for the Organization:
This diverse role will be responsible for a variety of commercial services primarily managing the allocated cross-border SEA customer portfolio from order to cash cycle with excellent sales and operational planning. The developmental goal would be for this candidate to succeed into a KAM within the team, therefore the successful candidate should have a sales focus and a desire to build a career within the Sales function.
Key Responsibilities:
Go To Market (GTM) Process
- To be involved in sell-in process ensuring smooth and timely execution, both internally and externally.
- Sell-In process includes customers’ order placement, buy review, final order consolidation report submission to SEA demand planning & purchasing team.
- To co-lead and coordinate purchase order / open demand cancellations.
Order Book Management
- To manage Order Book Management process, including accurate order entry, alignment with country CS team on order allocation, order book cleansing & re-dating.
- To ensure proper administration, documentation, and financial reconciliation of the customer base and product information.
- Order Book clean up and maintenance, constant communication to WHS GKA (monitor the article drops, shipment tracking, launch dates, inbound status, RRP changes etc.) and ensure pre-orders have been picked up.
- To follow-up with country CS team on order cancellation next steps and explore sales opportunities / buffer stock from countries.
- To collect and process in-season orders from the accounts and maintain the orders into the order book process.
- To update sales report on a weekly basis to the sales team accordingly.
Partnership with GKA & Country Team
- Build constructive relationship and deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
Partnership with Supply Chain
- To work closely with Operations / Purchasing teams on the inbound status and ordering window checks.
Key Relationships:
- Customers
- Sales channel – Wholesale
- Customer Service teams in SEA countries
- Brands
- Finance
- Operations/Supply Chain
Knowledge, Skills and Abilities:
- Strategic thinking and ability to work with cross function team to drive the initiatives
- Good organizational skills, influencing skill, interpersonal and communication skills, and self-confident in interacting with all levels within and outside the organization
- Process-oriented mindset and in-depth understanding of complex correlations
- High analytical skills for strategy development, business planning
- A high level of problem-solving ability
- Advanced working knowledge of MS Office, and SAP/CRM system
- Excellent oral and written communication skills
Requisite Education and Experience / Minimum Qualifications:
- Degree in Business Administration or related field
- Minimum 3 years work experience in the similar field, preferable experience in the sport or clothing industry
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