You will provide the best service to our partner brands by performing these tasks:

Team Building & Operational Excellence

• Build winning teams by demonstrating organizational values, nurturing trust and camaraderie, recognizing achievements, and cultivating talents.
• Define and coordinate staffing plans; hire and onboard team members; ensure team members are policy, process, and product experts
• Manage team capacity by regularly monitoring workload and organizing structure and roles within the team to ensure work-life balance.
• Accelerate team performance through effective review and coaching process, developing scorecards, and leveraging regular talent performance review cadence.
• Ensure on-time and accurate account onboarding, offboarding, and order fulfillment.
• Collaborate with the sales and operational teams to ensure that programs and orders are accurate and on schedule.
• Facilitate Monthly and Quarterly operations reviews with the key stakeholders to report goal achievement and align on plans and priorities.
• Establish SOPs and checklists to define work standards and guide the effective use of tools, and technology; identify and recommend the use of new tools.
• Lead and facilitate planning to define goals key priorities and projects to advance team performance and productivity.
• Set and deliver relevant KPIs and SLAs to measure, report, and recalibrate performance.
• Develop an annual budget that supports operational plans; revise based on changing business needs.
• Identify developmental needs and organize and coordinate training plans.
• Organize work and streamline processes to ensure flawless execution of sales operational transactions and service requests; returns management, allowances, chargebacks, consumer feedback and inquiries, customer record management, vendor agreement, sales order to factory purchase order creation.
• Solve critical issues with accounts management in collaboration with all stakeholders and concerned teams. 

Customer Service 

• Serve as the primary point of contact for all customer-related matters. 
• Build and maintain strong relationships with clients, ensuring customer satisfaction, loyalty, and retention.
• Act as the key point of contact for functional stakeholders and local leadership keeping everyone aligned and grounded on common goals.
• Resolve customer and rep escalations, vendor non-compliance chargeback claims or discrepancies, and conduct research and root cause analysis to prevent repetition.
• Customer Satisfaction

Performance Management

• Utilize CRM systems to manage customer information, and sales activities, and track progress towards targets. 
• Maintain accurate and up-to-date account records and sales reports to provide regular updates to the management team.
• Establish an incident reporting and resolution management process, monitoring non-compliance and identifying root cause analysis.