Blenheim, Marlborough, New Zealand
• Identify opportunities to expand the business, through partnerships with existing clients while maintaining sustainable and credible relationships by conducting regular visit to assess customers’ needs to identify areas of improvements. • Perform costing and commercial preparation for proposals and tenders, through collaboration with the cross-functional team to develop accurate and consistent bids which include assessing risks involved with new initiatives, ensuring deadlines are met, and be ready to handle unexpected situations. • Develop and implement the department’s process flows, on-job-training schedule, training programme, and operational rhythm, utilising Microsoft Office, and Google Workspace applications.
• Provide client-centred counselling to foreign domestic workers, which include evaluating clients’ mental health through interviews, observations, and case histories. • Guide clients to identify and achieve their individual goals, and social adjustments with the use of psychotherapy and intervention plans. • Prepare written case notes and submission of counselling session reports, which include clients’ genogram and timeline.
• Perform supervisory role to the demand and supply planning team for Indonesia and Singapore, which include coaching and supporting career development. • Manage key stakeholders by providing regular updates on operational successes and challenges, which include sharing of Key Performances Indices (KPI) and operational review. • Lead and participate in multiple cross-functional and country improvement projects, to drive improvements while maintaining service level.
• Perform supervisory role and guidance to the customer service and demand planning team of 10 people, supporting both manufacturing and trading businesses for the domestic and export markets. • Conduct frequent review of the department’s Standard Operating Procedures (SOP) and Work Instruction (WI) to identify process improvements, ensure alignment and compliance with company policies. • Successfully led the execution of the Electronic Customer Complaint Management (eCCM) project for the Supply Chain Hub.
• Successfully implemented Electronic Order Centre (EOC) to key channel partners, which include providing administrative support and training, while regularly maintaining the SOP. • Achieved YoY 10% revenue growth from Y2005 to Y2009 for the electrical, telecommunication and electronic businesses.
• Supervise the Customer Call Centre by providing and maintaining customer care while qualifying and tracking potential sales leads: • Accomplished 154% of demand accuracy through regular review of customers' forecasts and demand plan.
• Manage the Customer Call Centre by providing and maintaining customer care while qualifying and tracking potential sales leads • Collaborate with the IT department to develop and maintain the company’s E-Shop, to allow internal customers to place orders electronically. • Provide order management for all subsidiaries from order inquiries to updating shipping information.