[Aeon Da Nang] Group Leader - Omni Channel (Trưởng Nhóm Bán Hàng Đa Kênh)

Responsible for monitoring online orders to achieve online Sales target, delegate job to staff to monitor, confirm orders and customer service for better sales approach.
Handle online order in daily basis to complete all orders in time with effective quality of work.
Escalate of all problems/complains to assure they are satisfactory resolved.
1. Online Sales management
2. Customers service
3. Expense control
4. Rules and Regulations
Online Sales management
- To manage group to handle online orders in daily basis to complete all orders in time with effective quality of work
- To ensure all customers' inquiries from various touch points (hotline, email, fanpage comment & message) are handled on time with appropriate manner.
- To train staff about process, flow, order monitoring, customer service, etc....
- Follow key performance indicators (Sales revenue, number of Orders, % cancellation before & after handover to delivery).
- To manage & allocate staff shifts & working time to ideally handling all orders & requests from customers.
- Coordinate with related departments ( Operation, warehouse, Transport, Accounting...) to deliver company's products to customers effectively & efficiently.
- Make verbal or written daily, monthly reports related to sales online chanel
- Update and change the price, promotion whitelist follow MD and OP HQ plan
- Record and follow issues in Omni channel to all related departments for on time decision making.
Customers service
- Manage customer enquiry for all on-line channels with fast & appropriate response
- Escalate of all problems/complains and get advice from leader & manager to assure they are satisfactory resolved
- Update all related issues regarding the orders for further coordinating with customer
- Follow customer's trend, comment, feedback and report
Expense Control
- How to improve effective cost per working hours for staff (sales, picker)
- Manage materials and equipments reasonably
Rules and Regulations
- Follow approved project development strategy
- Follow company's policies, rules and regulations.
- Check, monitor, remind and guide staff to contribute work follow deadline
- Other tasks or responsibilities as assigned by superiors