Digital Sales Coordinator

Job Summary

This position supports marketing and customer service operation for TWG Tea digital business in allocated markets. With the objective of driving net sales while maintaining luxury market positioning. This role requires an understanding of eCommerce, customer service and CMS management.

Primary Relationships

The position is based in Singapore within Digital team and reports directly to the respective site lead and indirectly to Digital Strategy Lead. Within the organization, it involves close collaboration with CRM, IT, and Warehouse teams to ensure the seamless functionality and performance of TWGTea.com.

Externally, the role coordinates with vendors and service providers, including logistics partners and IT developers while also managing interactions with customers from TWGTea.com to address inquiries and provide sales support.

Key Responsibilities:

  Ecommerce:

• Collaborate with the design team and team lead to produce collaterals for allocated markets on brand.com.

• Liaise with language leads and proofread marketing content for allocated markets (as required).

• Responsible for uploading marketing and product-related content including translations, headlines, etc.

• Manage and maintain Content Management System whenever is required

Customer Service Operation:

• Engage with and assist customers by providing pre-sale & post-sale support, ensuring the highest standards of service are consistently upheld.

• Professionally handling and responding to member and customer enquiries including, but not limited to, telephone calls, emails, web enquiries.

• Identify opportunities to cross-sell and upsell products to customers, with a focus on driving successful sales closures.

• Support on processing manual orders received by customers on TWGTea.com.

• Coordinate and communicate with internal teams, including HQ, Operations and Digital Warehouse to ensure prompt and professional resolution of customer queries, address concerns, perform customer service recovery and relay feedback to relevant departments.

• Liaising with account manager/team from delivery and courier companies to ensure orders are delivered properly and in good time, managing lost parcels and customer returns.

• Updating records and maintaining proper customer service files.

• Any other administrative duties as assigned

 Qualifications

• Diploma in Sales & Marketing, Communications, Customer Relationship & Service Management or similar equivalent with minimum 1 - 2 years of experience

• Experience dealing with local and international markets and customers.

• Knowledge of CMS environment and features.

• Fluent English and Chinese with strong writing skills.

• Presentation skills and previous experience in the luxury industry would be a plus.

• Interest and appreciation of tea and luxury retail, digital marketing, customer service a plus

• Extremely meticulous, adaptable, creative thinker who is able to work independently in a young, dynamic and fast-paced environment

• Proficient in MS Office applications

• Results-driven and able to multi-task and work under pressure

Only shortlisted candidates will be notified.

Please include a detailed recent resume, indicating reasons for leaving, last drawn salary, expected salary and date of availability.