Sales and Operations Specialist (1 to 3 years experience)

Who We Are

Job Description

• Do you regard yourself as a problem-solver?
• Do you enjoy learning and growing continuously alongside a team?
• Do you hold yourself to high standards and have a no-task-too-small mentality?
• Do you see yourself as someone who enjoys interacting with international customers, with the chance to travel and meet them?
• If you do, we’d like to invite you to apply for the role of the Sales and Operations Specialist. The start date of this role is flexible, ideally on 1 December

1. About you

We are looking for a multi-skilled person who fulfils the description below:

• Excited to connect with customers and suppliers globally: Build real relationships with customers across different cultures, especially in the US, Canada, and Australia, as you help them with their menswear needs
• Mandarin and English-speaking: We welcome all ethnicities, though basic Mandarin and fluent English is necessary to communicate with our suppliers, partners and customers
• Professional problem solver: As a sales and operations specialist, the team relies on you to serve our customers, and to ensure that customers get the product they ordered. Problems may arise anywhere from ordering the wrong fabrics to delayed shipments. While we may have developed standard procedures for some scenarios, you must also be interested to think of ideas to solve new problems that come up
• Accountable: There are many operational issues that can come up and mistakes that could happen, and we don’t have a culture of blaming each other. When such issues occur, you will not shy away from admitting your mistake, and you will fix the problem immediately without any reminders
• Detail-oriented: Each order requires a 10-step fulfilment process. In the process, you will work with various partners. As a Sales and Operations Specialist, you’ll ensure that every step is executed correctly and hold our partners accountable to produce and deliver the orders timely
• Team-oriented: You will work with the director and another operations team member closely, and we are looking for team players who look after one another

2. Roles & Responsibilities

• Manage customer orders from end to end, and this includes recommending them suitable fabric and designs, taking accurate measurements and recording them on our system, prepare an invoice for them, ironing their clothes if need be, and liaising with them about their orders
• Manage production, partners, and implementing quality control
• Manage fabrics (includes cutting fabric) and supplies inventory (includes ordering of inventory from suppliers across Japan, China, Italy and the UK)
• Review delivery invoices and make payment in a prompt manner
• Occasionally serve Singapore-based customers who would have made an appointment with us prior to their visit – this includes recommending them suitable fabric and designs, taking accurate body measurements and recording them on our system, prepare an invoice for them, ironing their clothes if need be, and liaising with them about their order

• For you to be able to manage these responsibilities well, we have developed a 2-month training programme for you. This is an outline of what you can expect:
  • Week 1-2
    • Be put through the customer journey
    • Introduction to the different product lines and designs we offer
    • Learn about the different types of fabrics, and the various fabric suppliers that we work with
    • Learn about the nuances of fabric buying and our inventory tracking process
    • Learn about various considerations in the order form preparation
    • Review common mistakes that could be made during order form preparation
  • Weeks 3-4:
    • Be introduced to our production partners, and learn their unique work flows
    • Deep dive into the existing processes that we use to ensure timely and accurate order fulfilment
    • Learn about our quality control framework so that you can conduct styles and measurements checks of all clothes, to ensure our standards are upheld
  • Weeks 5-6:
    • Learning how to use the software to arrange international delivery
    • Learning our basic customer success framework which will help prepare you to respond to customers’ order-related enquiries
  • Weeks 7-8:
    • A review of what was taught to you from week 1 to 6 will be done, to see what areas you’d need more guidance with
    • You will make a list of processes that require improvement, after which we will discuss and work on the more important processes

3. Your Growth Roadmap

If you can manage your main responsibilities well, you will be groomed to:

• Be the main point of contact for our fabric suppliers
• Make data-driven decisions in inventory and operations management by using our analytics data
• Become a mentor to a part-timer from the operations team who will assist you with your operational work, so that you can focus on sales and relationship building with our international customers
• Review existing processes, identify gaps and implement corrective measures
• Travel to the US to meet our customers (cities we’ve visited before include New York, Washington, D.C., Houston, Los Angeles, San Francisco
• If you demonstrate a good understanding and competency of our fabrics and inventory management, there’s an opportunity to go for a sourcing trip to China or Japan

4. Job requirements

• Paper qualifications aren’t important, so it doesn’t matter if you have a NITEC, Diploma, Degree, or PhD
• Enjoys engaging customers in fluent English (spoken and written) with basic proficiency in Mandarin to converse with our suppliers
• Ideally 1-2 years of retail and retail operations-related experiences
• Passion in fashion and menswear is a bonus
• Working hours are Monday to Friday from 930am to 630pm, though on Wednesday and Friday you will be required to do 10am to 7pm