Oversee and manage all RDC / Shop operation (with a group above 20 people) in compliance with approved policies and procedures
Execute yearly business operation objectives in line with functional objectives.
Ensure cash & stock security & accuracy management meeting KPIs set & expense control within budget.
Manage to ensure high visual of products display in line with set standards.
Handle the customer complaints and emergency issues related to RDC / shop operation as well as shop / RDC security & safe.
Control and maintain the facilities in good working condition to support the RDC / Shop operations
Manage vendors’ performance relating to security, cleaning & other services to maximize their professional performance & excellent services provided.
Prepare required daily & monthly reports in due time.
Ensure high level of customer service performance according to corporate requirements
Communicate & train customer service performance KPIs & technical CS skills to all staff.
Lead & provide coaching & feedback, monitoring as well as improving staff’s CS performance continuously.
Leverage relationship & business interaction with Distributors frequently for getting their feedback for continuous customer service improvement.
Involve in customer surveys to measure Distributors satisfaction and propose improvement action plan for implementation.
Manage the Customer Service Development program with sales-oriented mindset in order to contribute to the sales increasing :
Look for opportunities to gain ABOs’ insight and propose initiatives to build up CS Development program.
Lead & guide team to use Amway available services to provide appropriate consultation to ABOs and address their needs.
Monitor and continuously improve the mindset and performance of team members in alignment with the company objective for development program.
Monitor & control RDC / Shop Fix Assets in line with Fix Assets policies
Ensure all RDC / Shop fix assets labelled.
Monitor, control & record fix assets effectively.
Propose fix asset disposal timely.
Manage RDC / Shop workforce to meet business requirements and growth
Involve in staff recruitment & selection.
Train & develop qualified workforce.
Manage team performance effectively & support to handle job obstacles on daily work.
Build a strong team & leverage good working environment.
Motivate team spirit within team.
Handle team member conflicts in due time.
Liaise with respective departments to handle internal & external audits
Provide in time external audits information to respective functions & coordinate for handling external audit events required.
Build a good relationship with local government due to minimize obstacles and maximize the supports from them.