• Key responsibilities         (add more specifics about the role but still using generic responsibilities without outlaying a full list of day to day tasks)

• Be the contact for customers regarding all logistics, ordering, payments and administration matters
• Daily communication with customers via email or phone calls
• Be a key representative of Brando culture towards external customers
• Opening customer account on company CRM system
• Maintain customer records, updat account information
• Order management, input in system, confirmation documents creation and follow up with customers
• Shipping and invoicing management
• Payment records follow up, credit control
• Assist in sales and reordering processes
• Create sales reporting system with Commercial Director and maintain it monthly
• Handle returns from customers and coordinate internally to provide the best customer experience
• Anticipate difficulties faced by customers and proactively find solution to create a smooth customer / supplier relationship
• Be a key interlocutor for the Commercial Director and the customers
• Adapt Brando’s systems to customer’s nature, whether distributors, retailers or agents
• Work closely with Commercial Director to achieve yearly sales targets and optimise marginality of Brando Asia division
• Manage customers from all of Asia, Australia and New Zealand
• The above list is not exhaustive and your duties may vary from time to time to suit company needs

Qualifications required               

• Bachelor diploma or equivalent, major in international business
• 5 years’ experience as a customer service representative dealing with Asia international customers
• Fluent written and spoken English, Cantonese and Mandarin, Other Asian language being a plus
• International study or professional experience is appreciated
• Experience in a fashion / luxury product environment is required
• Strong user skills on CRM software, Sage, File Maker or equivalent

Skills and experience required

• Communication skills. Customer service representatives need strong communication skills to answer customers clearly. Must understand and communicate information effectively in writing, by phone, or in person.
• Customer-service skills. Help retain customers by answering customer questions and complaints in a helpful and professional manner. Able to proactively find solutions to every customer request, keeping in mind company’s interests.
• Interpersonal skills. You find it natural to create positive interactions with customers and establish a trustful relationship.
• Listening skills. Able to listen carefully and understand a customer’s situation to identify its needs clearly and address them in an efficient manner
• Patience. Workers should be patient and polite, especially when interacting with difficult or irritated customers. That position is the voice of the company and must translate Brando style and Culture to all customers
• Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.
• Results oriented. Feel part of the team and focus on achieving Brando’s sales targets as well and customer satisfaction.
• Will to grow. Brando is a new company within a strong group. Must be willing to grow with the company and be flexible to take on all necessary duties to achieve company’s plan

Required behaviours to demonstrate our values

(these behaviours are consistent throughout all roles at all levels)

Create:

• To contribute to freedom of expression and original thought by communicating openly in a safe and trusted environment
• To ensure viable new ideas are implemented with structure for efficiency
• To be solution minded to achieve a better business
• To investigate and question with the purpose of learning and development
• To be curious and evolve to find better ways to be a better business

Respect:

• To focus on my customers – internal and external - by talking and listening to them
• To take accountability for my own actions and delivery whilst regarding others highly and respecting their contributions.
• To seek to have clarity of my role, responsibilities & reporting lines
• To celebrate diversity and ‘fly no flag’

Collaborate:

• To deliver joint outcomes working across groups and in pursuit of excellence
• To recognise and reward great outcomes within and beyond my immediate team
• To support my colleagues, ensuring others understand and share my goals whilst playing by the same rules and asking others to do the same
• To approach tasks with a positive attitude