Write Edge Customer Support Manager (SCM)

As a Customer Support Manager at Write Edge, you will play a pivotal role in overseeing and optimizing the performance of our customer support, operations teams, and ground operations within the education industry. You are expected to excel in delivering exceptional student experiences and providing leadership to multiple teams. This is a hands-on role, and you will be required to be physically present at the centres.

Responsibilities:

Team Leadership and Strategic Planning:

• Provide strong leadership to the customer support team, overseeing daily operations and fostering a collaborative and high-performance work environment.
• Develop and execute strategic plans to align support, operations, and ground operations with organisational goals, including customer experience enhancement and operational excellence.

Performance Management:

• Monitor and manage key performance indicators (KPIs) and metrics to track departmental and ground operations performance, ensuring objectives are met.

Process Optimisation:

• Identify opportunities for process improvement and implement strategies to enhance efficiency and effectiveness across customer support, operations, and ground operations.

Cross-Functional Collaboration:

• Actively collaborate with cross-functional teams to ensure seamless customer experiences and align support, operations, and ground operations with other departments.

Ground Operations:

• Manage branch coverage to ensure effective operations across multiple locations.
• Address and manage staff complaints, registration, withdrawal matters
• Handle staff enquiries, complaints and escalations
• Train and manage new staff in both customer support and ground operations.
• Develop and maintain a comprehensive training manual for staff.
• Organise and conduct online open houses on weekends to promote education services.
• Track and manage budgets related to both customer support and ground operations.
• Oversee and coordinate various projects related to customer support, operations, and ground operations.

Skills:

• Exceptional analytical and problem-solving skills.
• Strong cross-functional collaboration abilities.
• Effective communication and presentation skills.
• Leadership and strategic thinking.
• Strong vendor negotiation and management skills.

Attributes:

• Strategic thinker with a keen eye for detail.
• Data-driven and analytical mindset.
• Influential communicator and team player.
• Adaptive and open to change.
• Results-oriented and customer-focused.
• Passion for taking ownership of projects in the education industry.
• Proactive in identifying and implementing solutions to challenges.

Your responsibilities include, but not limited to:

1) Responsible for conducting field (on-site) audit on outdoor cleansing activities, including safety compliance, to ensure that quality service is consistently maintained;

2) Responsible for investigating Defect Notices and propose corrective actions to Operations Executive to prevent recurrence of similar complaints;

3) Responsible to reducing recurrence lapses through continuous improvement of work methodology e.g. case studies, min 2 projects a year

4) Perform compliance audit to ensure the operation sites and company leased residential units are complying to the regulatory requirements and/or contractual obligations.

5) Participate in the deployment of special projects such as pandemic disinfection and chemical spillage post clean-up cleaning

6) Conduct QEHS briefing, with relevant multimedia content, on site to ensure worker competencies are met, to conduct monthly

7) Conduct QEHS Inspections on site to ensure compliances to in-house and regulatory requirements

Requirements

• Minimum Advance Certificate / Higher Nitec or equivalent education

• Must possess driving license class 2B and motorcycle

• Basic knowledge of Microsoft Office applications (Able to prepare simple reports)

• Applicants must be comfortable working outdoors

• Required to do night audit periodically

• Require to be on standby for ad-hoc activation for special cleaning job

• Positive attitude, willing to learn and able to work independently

Job Description

• source and develop customer referrals
• prepare sales action plans and strategies
• schedule sales activity
• develop and maintain sales and promotional materials
• make sales calls to new and existing customers by visiting customers overseas directly or together with our agent or partner in the relevant country
• develop and make presentations of company products and services to current and potential customers
• develop sales proposals and negotiate with customers
• prepare and present sales contracts
• conduct technical training and trials together with R&D department
• maintain sales activity records and preparation of customers visits reports timely
• respond to sales inquiries and concerns by phone, electronically or in person
• ensure customer’s satisfaction and good customer relationships by ensuring the timely satisfaction of customer’s needs and complaints in a professional fashion
• carry out market research and surveys, monitor competitors, market conditions and product development
• participate in sales events
• monitoring of orders from customer and issuance of order memo to our factory
• monitoring of cargo ready date and arranging/monitoring cargo dispatch schedule together with shipping team and the factory
• Liaise with Finance department about customer payments, customer risk and credit standing
• Participate in regular internal and Head office meetings
• Preparation of reports such as but not limiting to sales budget, monthly sales estimation and new businesses
• Imparting knowledge and experience to junior sales persons

Requirements

• Bachelor’s degree in chemical science degree
• Technical knowledge on Plastic and Cosmetic application.
• More than 10 years of technical sales experiences in Food Plastic Products.
• Able to host technical discussion and provide technical consultation to customers.
• Proficient in Japanese to liaise with Central R&D centre in Japan.
• Proficient in Microsoft Office.
• Able to travel overseas for at least 10 days per month.

About the job

The ideal candidate is a self motivated, well-organized individual who is willing to do cold calls and prospecting. Experience in food & beverage industry preferred.

Responsibilities

• Cold calling to develop prospects base.
• Willing to walk the streets to prospect for potential customers.
• Build a sales funnel and close sales for the company's dishwashing & stewarding business

Qualifications

• 3+ years' of sales experience
• Excellent verbal communication skills

Benefit

• Transport Allowance
• Monthly recurring commissions
• Salary can go up to $8,000 monthly

Requirements

• Prefer with own transport
• Well on known F&B industry