Essential Functions and Key Responsibilities:
Lead the team to provide excellent customer service to customers and consumers, including the timeliness and accuracy of order fulfillment, the accuracy of customer information, the timeliness of after-sales service and cost management, sales data analysis and reporting, and the optimization of system processes and the entire customer service process.
Sales Operations
- Lead team to place orders, reserve stock and create delivery note in Oracle system for China customers.
- Independently take over key accounts of East China. Handle orders for ad-hoc projects, such as family & Staff Sales, clearance sales, internal transfer under company guideline. Handle select Fit order for East China Region customers
- Track invoiced orders and ready-to-delivery (RTD) order. Review and make alerts to sales team and Finance team order to fulfill the monthly financial target.
- Monitor ‘Service’ team for Pre-order creation process correctly in Oracle system, and independently create Pre-Order in Oracle system and ensure right distributions for all dealers of East China.
- Collect Pre-order demand from dealers for Annual Seasons.
- Take lead and coordinate resources within CS team for any ad-hoc project, such as Advanced Price Project.
System maintenance and upgrade
- Initiate optimization of Oracle System – Order Placement Module to support business needs and continuously improve the order effectiveness, such as pre-order management, corporate orders, marketing orders, inventory visualization and etc.;
- System maintenance for business such as wholesale price, Customer Master Information, and Testing Orders;
- Track and ensure accuracy of Domo OTTP /OTTR for GCA (China, Hongkong and Taiwan);
Reporting
- Conduct daily, monthly, yearly sales report per business needs;
- Conduct backlog report and take lead to review the backlog orders with sales team for release / clean/ cancellation by weekly basis;
- Initiate pre-order pick-up report, review and align with sales team for pushing 100% on-time delivery rate;
Leadership
- Lead China CS team and initiate goals and KPIs of the team and individuals. Create a clear vision and align with the team.
- Build up strong moral with the team and good relationships with cross-functional team.
Warranty
- Work with team to set the rules of TaylorMade Warranty policy and procedures.
- Improve the warranty efficiency and customer satisfaction.
TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.