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Location: Shanghai
Salary: salary negotiable
Industry: Others
Function: Supply Chain

Company Overview

World famous fashion brand

Job Description

Customer Service Management
-Controlling the performance of the Chinese Call Center in order to achieve
the company customer service standard level.
-Implement the Customer Service Policy for the online market in China.
-Manage any cases related with the daily operations of the ecommerce in
China: product issues (faults, sizes), delivery issues, stores issues, warehouse
issues, IT issues, etc.

Physical stores enforcement.
-Implement the Customer Service Policy in the Chinese stores.
-As a contact person, manage any case or break down of the online process
at the stores: refunds, deliveries, PDAs, TGTs, etc.
-Communication with the Store Managers and Store Directors in order to
achieve the same satisfaction level between online and offline.
-Control de parcel stock at the stores.

Transport management.
-Coordinate the transport companies along with the Corporate transport
manager in order to improve the operations and service: on time deliveries,
stores deliveries, missing parcels, transport quality, etc.
Warehouse management.
-Management of any issue with the ecommerce warehouse as: missing items,
faulty items, wrong sizes, wrong address, out of stock cases, etc.

IT coordination.
-Improve the customer experience and implement new projects, cooperating
with the Corporate IT department.
-Website control and review: translation, pictures, process, purchase
condition, legal conditions, etc.

Business reporting:
-Monthly report of faults
-Monthly report of the transport performance
-Monthly report of the warehouse performance
-Monthly report of the top physical stores receiving online parcels.
-Market research of the most successful areas and Postal Codes.
-Monthly report of payment and delivery methods.
-Periodical reports of sales, promotions, special offers, etc.

Candidate profile (male / female)
-Business degree or Master, Business related is preferred
-Self motivated and independent worker.
-Possess good verbal and written communication skills.
-Must be fluent in English and Mandarin (ability to speak and write)
-Multitask worker and open minded to adapt to the market fluctuations in
order to take advantage of them