Fulfillment Coordinator

The primary role of the Fulfillment Operations Specialist is to assist the Fulfillment Manager in managing the entire process of Rewards Fulfilment, inclusive (but not limited to) rewards proposal, catalogue curation, redemptions and fulfilment for all client programs offered in both local and regional Asia Pacific programs.

This involves a range of skills, from sound operational understanding of all aspects of fulfillment operations management through to mature resourcefulness, attention to detail, professional communications, and even-handed vendors (internal and external) management.

The support towards a successful rewards fulfilment management will lead to the achievement of the financial goals and growth of the department.

The Work:

60% of the time is spent on Fulfillment Operations & Client Program Management which includes:

• Management of all fulfillments of rewards to clients and its program participants.
• Management of all vendors relationships.
• Price, availability, and stocks review with vendors.
• Monthly contact with vendors regarding stocks availability and price changes.
• Management of all products related issues that arise from redemptions such as lost rewards, Proof of Delivery (POD), incorrect rewards, irregular orders etc.
• Management of insurance with reward vendors (if applicable).
• Sourcing for new vendors when required.
• Sourcing for applicable products image library, organizing and updating product library.
• Management of clients and vendors enquiries.
• Ensure product process is effective and efficient – ie irregular orders are followed up, timeliness.
• Manage monthly outstanding purchase order listing report and follow up.
• Design of product marketing specials and seasonal offers, followed by promotions set-ups.
• Rewards Communications - Replying program support emails and managing enquiries.
• Other related rewards management general administration duties.
• Management of clients and customers where applicable with Account Managers.
• Ensuring entire product process and procedures are being adhered to by other team members.
• Always looking to refine and streamline product process.
• Liaising with Account Managers or Project Managers to develop and market product to clients.
• Build and maintain on-going relationships to create opportunity for MCI's services.
• Provide effective service to internal and external clients.
• Assisting other Performance Improvement and Corporate Division team whenever required.
• Additional relevant tasks as required.

20% of the time is spent on Rewards Financial Management which includes:

Managing finances and sourcing best rates of exciting reward items, delivery, and insurance.

Meet and exceed revenue targets.

20% of the time is spent on Administration & Project Management which includes:

Managing program emails and enquiries, handling email correspondence with program stakeholders or program participants, answering of phone enquiries from program participants, forwarding program or client-related messages to relevant parties, and liaise all forms of communications for program support.

Managing program communications, including contents, designs and implementations (e.g. edm broadcast or collaterals productions and distribution).

Preparation of program reports.

Supporting program activities review and any validation process of program operations.

Process program information and data completion on system tools.

Create, maintain and update program participants records.

Facilitate the sending acknowledgement of customers' e-mails, letters and online ordering of which computing the details of the order on computing system after making the necessary checks.

Support client billing and vendor payments.

Support business plans and proposals upon requests.

Manage support for all operational elements of given clients projects, e.g. points-based web platforms, communications collaterals, rewards fulfilment, incentive trips, etc.

Support research on opportunities to implement MCI Performance Improvement services.