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Top Skills:
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Fintech • Financial Services
The Senior Customer Service Representative will support and improve team performance, handle complex inquiries, and mentor less experienced staff, ensuring effective customer service.
About the Job:
The B2B Restock Operations Manager is mainly responsible for steering the performance of the hub operations in a designated area to provide optimum Restock quality service and exceed principals and stakeholders' expectations. He handles all operational concerns related of the commercial team to the principal's requirements. The three main duties of a B2B Restock Operations Manager is to, first, to ensure that all volumes are completely received from the sort in full and delivered successfully to the consignee in excellent condition and quality. The second is to ensure all the document orders are completed and timely for speedy return to the Principal as necessary RDO and POD. Third is to enable the timely and safe return of Restock items to the principal for various reasons, such as items replaced due to warranty issues, undelivered items, and other delivery failure reasons. This critical role necessitates the holder to be able to establish excellent and symbiotic commercial relationships with the principal and retain if not increase, volume throughput in the Ninja Van Restock network through exceptional customer service and service quality.
About the Unit:
Restock Operations Unit caters to the new service of the Company, Ninja Restock, which is a business-to-business (B2B) service that enables brands and businesses to distribute supplies seamlessly to their locations and branches.
Main Duties
- Report to the Deputy Head of B2B Restock Operations and carry out the unit head’s directives, with the aim of contributing to the delivery team's overall strategy, standard operating procedures, and best practices.
- Ensure that the key result areas (KRA) and key performance indicators (KPI) of the Restock Unit are met, which include, but are not limited to, Delivery on time, Return Document Order, Cost to deliver, Operational Hygiene and Efficiency, and exceptional Customer Service.
- Ensure that the Return-to-Shipper (RTS) service-level agreements (SLA) of all the Company’s customers are met promptly.
- Conduct analysis of Restock data to optimize operations, achieve cost efficiency, and increase productivity.
- Execute corrective actions for operational issues and commercial concerns, such as but not limited to delivery misses, damages, and losses.
- Creation of SOPs for the standardization of operations.
- Ensures the safety and security controls of the facilities and value chain are in place and adhered to.
- Drive Operational efficiency and productivity to hit desired levels.
- Understand operational cost structures and intervene to manage cost efficacy
- Initiate cost-saving initiatives and projects.
- Optimize resources such as manpower, trucks and etc. to the utmost capacity to reduce unused capacity.
Qualifications
- Solid experience in both working with sales/account management teams and operations teams for more than two years
- Proven experience in working cross-functionally - proposing and executing initiatives that require multi-department collaboration
- Basic knowledge of various computer programs, including Microsoft Word, Excel, PowerPoint, Project, and other related software programs
- Previous experience from a startup company is a plus
- Spoken and written fluency in both English and Tagalog
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