- About you
We are looking for a multi-skilled person who fulfils the description below:
- Excited to connect with people globally: Build real relationships with customers across different cultures, especially in the US, Canada, and Australia, as you help them with their menswear needs
- Mandarin and English-speaking: We welcome all ethnicities, though basic Mandarin and fluent English is necessary to communicate with our suppliers, partners and customers
- Professional problem solver: As a sales and operations specialist, the team relies on you to serve our customers, and to ensure that customers get the product they ordered. Problems may arise anywhere from ordering the wrong fabrics to delayed shipments. While we may have developed standard procedures for some scenarios, you must also be interested to think of ideas to solve new problems that come up
- Accountable: There are many operational issues that can come up and mistakes that could happen, and we don’t have a culture of blaming each other. When such issues occur, you will be open to admitting your mistake, and fix the problem immediately on your own initiative
- Detail-oriented: Each order requires a 10-step fulfilment process. In the process, you will work with various partners. As a Sales and Operations Specialist, you’ll ensure that every step is executed correctly and hold our partners accountable to produce and deliver the orders timely
- Team-oriented: You will work with the founder and another operations team member closely, and we are looking for team players who look after one another
- Requirements
- Paper qualifications aren’t important, so it doesn’t matter if you have a NITEC, Diploma, Degree, or PhD
- Enjoys engaging customers in fluent English
- Ideally 1-2 years of retail and operations-related experiences
- Passion in fashion and menswear is a bonus
- Working hours are Monday to Friday from 930am to 630pm
- Roles & Responsibilities
- Manage customer orders from end to end, and this includes recommending them suitable fabric and designs, taking accurate measurements and recording them on our system, prepare an invoice for them, ironing their clothes if need be, and liaising with them about their order
- Manage production, partners, and implementing quality control
- Manage fabrics (includes cutting fabric) and supplies inventory (includes ordering of inventory)
- Test and improve existing processes
- Review delivery invoices and make payment in a prompt manner
For you to be able to manage these responsibilities well, we have a developed a 2-month training programme for you. This is an outline of what you can expect:
Weeks 1-2
- Be put through the customer journey
- Introduction to the different product lines and designs we offer
- Learn about the different types of fabrics, and the various fabric suppliers that we work with
- Learn about the nuances of fabric buying and our inventory tracking process
- Learn about various considerations in the order form preparation
- Review common mistakes that could be made during order form preparation
Weeks 3-4
-Be introduced to our production partners, and learn their unique work flows
- Deep dive into the existing processes that we use to ensure timely and accurate order fulfilment
- Learn about our quality control framework so that you can conduct styles and measurements checks of all clothes, to ensure our standards are upheld
Weeks 5-6
- Learning how to use the software to arrange international delivery
- Learning our basic customer success framework which will help prepare you to respond to customers’ order-related enquiries
Weeks 7-8
-A review of what was taught to you from week 1 to 6 will be done, to see what areas you’d need more guidance with
- You will make a list of processes that require improvement, after which we will discuss and work on the more important processes
- Your Growth Roadmap
If you can manage your main responsibilities well, you will be groomed to:
- Be the main point of contact for our fabric suppliers
- Make data-driven decisions in inventory and operations management by using our analytics data
- Take control of the full lifecycle of all ongoing orders
- Review existing processes, identify gaps and implement corrective measures
- Be Collaro's representative to travel to the US to meet our customers (cities we've visited before include New York, Washington, D.C., Houston, Los Angeles, San Francisco
- Become a mentor to an operations part-timer who will assist you with your operational work, so that you can focus on sales and relationship building with our international customers