JOB SUMMARY

Mainly responsible for:

• Branch Management and Operational Efficiency
• Implementation of Operational Process and its Improvement
• Optimal Utilization of Resources
• Customer Delivery Support, Retention, Satisfaction and Excellence

JOB RESPONSIBILITIES

• Over-all in charge with planning, implementing, controlling and improving Branch operations, its resources and processes
• Strongly implements and improves operational management systems, processes and best practices of the entire branch through the respective Lead/Head
• Oversees Branch operations, through its Lead/Head, by ensuring that the organization is managed and performing efficiently and effectively
• Directs and ensures maximum productivity from Supply Management, Customer Service, Finance, People & Culture, Sales and Marketing Teams
• Ensures efficient purchase of materials, effectively plans inventory and oversees warehouse efficiency
• Defines, implements and revises strategic operational policies and guidelines for the Branches.
• Develops and executes new growth directives
• Keeps track of the Branch revenue margins and conducts budget reviews to improve and continuously maximize profitability
• Constantly conducts research on management methodologies and workflow processes for Branch Operational performance
• Oversees the entire budgeting process from proposal to expense control
• Maintains strict control and awareness of all financial transactions
• Manages the implementation of new equipment, procurement and resource allocation
• Establishes compliance of all operational programs with local regulations, including those imposed by respective government offices
• Identifies, recommends and co-performs a variety of seminars, workshops and training on Coffee products, machine, equipment and complimentary supplies
• Oversees client support services with strong emphasis on service delivery, safety concerns and customer complaints
• Ensures and promotes safe and positive work environment for all employees and customers
• Manages the overall performance of employees and provide feedback and counsel to improve efficiency and effectiveness
• Sets and implements goals and plans for excellent service standards.
• Develops and implements performance metrics
• Develops and implements improvements on operational processes
• Communicates and implements company policies and procedures; delivers and documents corrective counseling and/or discipline when necessary

REQUIRED EXPERIENCE & CREDENTIALS

• Bachelor’s Degree in Business Administration, Management, or any related field
• Must at least have a 7-year successful experience as a Regional Operations Officer in a fast-paced work environment; FMCG Industry exposure is a plus
• Preferably with MBA Degree or equivalent or related certification
• Must have very strong knowledge and inclination on Operations Management, Finance and People Resources
• Understanding of general finance and budgeting, including profit and loss and cash management

QUALIFICATIONS / SKILLS

• Outstanding Core Sales Skills
• Strong Operational Management Skills
• Excellent Customer-centric Skills
• Excellent Organizational Skills; Analytical Skills
• Creative Problem Solving; Decision-Making
• Excellent Presentation Skills
• Outstanding People and Financial Management Skills
• Strong Profitability Management Skills
• Excellent Process and Project Management
• Excellent Territory Management
• Excellent Time Management
• Above Average Industry and Product Knowledge
• Strong communication skills – verbal, written, listening and interaction

ABILITIES / ATTITUDE

• Provides caring and inspired leadership
• With high sense of integrity and work dedication
• Effectively exercises fairness and sound judgment on work-related matters
• Effective Coaching Skills; building internal and external relationships
• With strong emphasis on excellence, motivating and empowering people

Sales Specialist

He/She is responsible for managing and growing relationships with mid-sized and MSME clients, ensuring customer satisfaction, and driving business growth. This role requires a strong understanding of the company’s products and services, along with the ability to implement sales strategies that align with business goals. He/She will be highly involved in client acquisition, direct sales, account management, and after-sales support to ensure seamless customer experience and retention.

JOB RESPONSIBILITIES

Strategic Account Management

• Executes sales plans that are highly aligned with the marketing plans to achieve company & individual target.
• Identify and target new potential clients such as independent cafes, restaurants, and small retail businesses.
• Provides product demonstrations to target clients and takes the lead in resolving complaints to provide a total sales experience.
• Co-initiates activities and programs for business development / Works closely with brand leads and technical teams to align sales strategies with brand objectives.
• Collaborate with clients on new product development, menu innovations, and promotional strategies.
• Setting sales targets and annual budget.
• Participate in industry events and conduct regular site visits.
• Displays active participation, sincere support, and ensures complete attendance to all Learning & Development programs of the organization.
• Develop clients for coffee and other products within the assigned territories through saturation and market research.
• Assists the Sales Manager in overseeing the total market performance in the assigned territories.
• Create comprehensive analysis reports to support business decisions.
• Monitor competitor activities and report insights for competitive analysis.

Account Management & Customer Retention

• Maintain relationships with assigned accounts, ensuring continuous engagement and support.
• Conduct regular customer visits to foster client relationships.
• Address client concerns, complaints, and inquiries in a timely and professional manner.
• Work closely with the Customer Care and Marketing teams to provide exceptional customer experience.

Sales Performance & Growth

• Identify and target potential key clients to expand market reach.
• Continuously update sales strategies to remain competitive and responsive to market trends.
• Introduce additional SKUs within existing accounts, identifying cross-selling and upselling opportunities.

Sales Reporting

• Analyze client sales data and provide reports on sales growth.
• Track performance metrics and ensure alignment with company KPIs.
• Present updates on existing MSME accounts and new prospects.
• Provide data-driven recommendations for client engagement and retention strategies.

Credit Terms & Payment Agreements

• Coordinate with Finance to set up appropriate credit terms for key accounts.
• Ensure clear documentation and communication of payment terms.
• Monitor overdue payments and ensure timely collection of payments from key accounts, closely coordinating with clients to settle outstanding balances.

KNOWLEDGE

• Bachelor’s Degree in Marketing, Entrepreneurial Management, Business Management/Administration, or a related field.
• 1-2 years of relevant work experience in the same role, preferably within the FMCG, Coffee, Food & Beverage, Hospitality, or Marketing industries.
• Solid knowledge of various sales techniques, evaluation methods, and full-cycle sales transactions.
• In-depth understanding and strong application of Sales and Marketing principles.
• A clear understanding of the key requirements and responsibilities for maintaining an ethical and healthy work culture within the Sales team.
• Possession of a valid Driver’s License.
• Ability to thrive in a fast-paced environment.
• Highly proficient in MS Excel, PowerPoint, and Power BI.
• Data-driven mindset.
• Strong sales and marketing acumen.
• Excellent communication and negotiation skills.
• Strong analytical thinking and problem-solving capabilities.

ATTITUDE / ATTRIBUTES

• Demonstrates integrity and a high sense of professionalism.
• Maintains a positive attitude and excels as a team player.
• Exhibits unwavering attention to detail.
• Willingness to listen, learn, and adapt.
• Skilled in prioritizing and managing multiple tasks effectively.
• Shows a keen interest in expanding the Sales function as the company grows.
• Capable of transcending a compliance-driven, sales-focused environment to foster a successful team that aligns with and enhances our cultural values.

Summary:

The Customer Acquisition, Retention, Engagement (CARE) Supervisor for Equilibrium Intertrade Corporation (EQ) oversees the day-to-day operations of the CARE Specialists unit, ensuring exceptional customer service delivery, and optimizing CRM (once the company is able to implement its own system) system utilization. This role focuses on maintaining high customer satisfaction, resolving complex customer issues, and driving continuous improvement in customer service processes. This role is responsible for cascading direction, assigning work tasks, and monitoring progress and status of the day-to-day activities.

Responsibilities:

Team Leadership and Management:

• Supervise and mentor a team of (CARE Specialists), providing guidance and support.
• Monitor team performance, ensuring adherence to service level agreements (SLAs) and quality standards.
• Conduct regular team meetings and performance reviews.
• Foster a positive and collaborative team environment.
• Being the first line supervision of the CARE Specialists, this role is responsible for cascading direction, assigning work tasks, and monitoring progress and status of the day-to-day activities.

Customer Service Excellence:

• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Monitor customer feedback and identify areas for improvement.
• Develop and implement strategies to enhance customer satisfaction and address negative customer experiences.
• Ensure the team provides consistent and high-quality customer interactions across all channels.
• Maintain a highly professional demeanor at all times – amongst colleagues and superiors, subordinates, and most especially customers.

CRM System Management (Future system for implementation):

• Oversee the effective use of the CRM system, ensuring data accuracy and completeness.
• Identify and recommend CRM system enhancements to improve efficiency and effectiveness.
• Generate and analyze CRM reports to track key performance indicators (KPIs) and identify trends.
• Ensure the team follows proper procedures for data entry.
• Familiarity with SAP, Power BI, and other database operating systems is a major plus.

Process Improvement:

• Analyze customer service processes and identify opportunities for optimization.
• Develop and implement process improvements to enhance efficiency and effectiveness.
• Document and maintain customer service procedures and policies.
• The CARE Supervisor is also the custodian of all CARE processes and policies – periodically reviewing them, making recommendations for necessary updates, and routing the updated policies and procedures to the enterprise, especially the concerned departments.
• Keeps an objective point of view in every situation to ensure next steps are geared toward resolution.
• Maintain up-to-date knowledge of company products and services.

Reporting and Analysis:

• Prepare and present regular reports on customer service performance and key metrics.
• Analyze customer feedback and identify trends and insights.
• Provide recommendations for improving customer service strategies.
• Acts as the traffic manager between Sales and the CARE Team, assisting the CARE Manager in ensuring all support for sales teams and company-assigned customers and accounts meet service quality requirements.
• Identify and recommend suitable training programs for agents.

Qualifications:

• At least 3 years of work experience in a similar position, preferably in contact centers and telesales.
• Graduate of hotel management, tourism, business management, marketing management, communication arts, or a similar discipline.
• Experience in handling a team in a supervisory role, demonstrating strong discretion, sound recommendations, and firm policy implementation.
• Proficient knowledge of customer service and standard office practices and procedures.
• Proficient computer skills, especially in Google or MS Office applications.
• Clear communication skills, both written and verbal; strong command of the English language.
• Strong people skills and ability to work with cross-functional departments.
• Excellent phone etiquette and professional orientation in handling customer concerns.
• Impeccable, structured organizational skills.
• Resilient and adaptable.
• Available to work shifts during company events.

Preferred Skills:

• Familiarity with SAP, Power BI, and other CRM or database operating systems is a major plus.