Assistant Manager, Customer Operations SEA/ANZ

Responsibilities

• Manage all aspects of Orders and Shipment Logistics for SEA/ANZ ten markets and ensure customer orders are within the delivery timeline and to meet budgeted sales target.
• Responsible for every pre-seasonal price order and tariff checks, alignment with Order Fulfilment teams and customer requirements.
• Work closely with Supply Chain in UK and respective counterparts in SEAANZ and MYSG retail stores.
• Responsible for the logistics function on operation, process compliance, customer service level and cost management.
• Compilation, batching and analyzing of Sales Orders.
• Advising customers to place amendment orders for any incorrect orders (i.e. pricing, shoes number and fit) and input the order into SAP
• Maintain large database for all Sales Orders, shipping information and disseminate the information to customer every 1st week of the month after month-end closing
• Work closely with Director of Operations and Logistics for crisis management and recommend solutions on pertaining issues, drive process improvements.
• Priorities delivery according to the customer category and work closely with Customer Operations team in UK and/or Regional Distribution Centre (RDC) planning team to achieve targeted delivery date.
• Work closely with customer and Credit APAC team on payment and credit before dispatch goods to customers.
• Ensure all shipping documents and preferential forms are in order to avoid delay in delivery resulting in loss of sales.
• Work closely with customers/store team on complaint of short shipment, losses and damages to the cargo. Investigate the dispute and submit all necessary information and data to relevant parties.
• Process returns note for any Returns due to short shipment, wrong delivery and defectives within the level of authority.
• Resolving logistics/delivery issues at the very first instance so that the Company will not loss sales opportunity or paying additional shipping charges such as storage and demurrage.
• Manage Malaysia and Singapore own store sales data (Concession stores compilation, batching and upload into web portal).
• Responsible for weekly forecast delivery pairs reporting to respective channels and process daily and ad-hoc reporting request to review customer orders and delivery performance.