Jobs at Frank Management Consult Ltd

Key Responsibilities 

• Analyze a broad array of data points from internal and external sources
• Assist in developing internal qualitative and quantitative best practices
• Communicating insights and providing solutions that have demonstrable results.
• Ensure highest level of data quality and validation.
• Execute all technical aspects of quantitative research initiatives related to content, including questionnaire development, survey programming, analytical planning, and data analysis using SPSS or other comparable tools
• Proactively analyze research findings, in cooperation with Senior Manager, to develop client-friendly internal reports for both quantitative and qualitative reporting, using a story-based reporting approach
• Reporting your findings with data visualizations that are easy to understand.
• Review existing business processes and analyze impact of business intelligence on business processes
• Staying up to date with the latest trends in online marketing and design.
• Support information architecture by informing current and future needs in data design and content
• Understanding the behavior and expectations of online visitors.
• Using a variety of tools to extract and analyze data generated by online user activity.
• Working with web development and marketing teams to implement your solutions.

Key Requirements

• Bachelors degree/diploma in Statistics, Data Science, Research and other relevant field
• 3- 5 years’ work experience in Consumer Insights data collection, analysis using various statistical method
• Work experience in designing research methodology & research instrument
• Web savvy and highly experienced in digital marketing, social media and managing database
• Working knowledge of SQL, SPSS, Stata, R, Alteryx, Tableau and other statistical software programs

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Duties & Responsibilities

• Respond to all incoming calls and emails from existing and potential clients
• Take and process customer orders in an accurate manner
• Raise invoices and follow up on the payments
• Receive all incoming payments while updating records
• Input and update customer information in the database
• Handle any arising complaints through the proper channels
• Developing and sustaining a good working relationship with customers to encourage repeat business

Requires Skills & Qualifications

• Degree /Diploma in a business-related field
• 1-2 years experience as telesales in a busy pharmaceutical environment is a Must
• Good communication skills
• Excellent customer service
• Strong attention to detail
• Computer literate

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Roles & Responsibilities:

• Identify new frontiers and improvements that improve operations
• Design and implement strategies to support commercial forecasts on targets.
• Develop, implement and continuously improve processes for fraud and cost management.

• Formulating & Optimizing the e-commerce budget.

• Strategize on the policies and plans for using the organization's resources for order fulfilment.
• Verify payment invoices before submitting them to finance.
• Monitor operational costs on ecommerce partners.
• Mitigate losses by verifying customer payments and refunds
• Develop, implement and continuously review SOPS to support the growth and scaling of operations as the online business grows.
• Identify process gaps and implement process improvements for mitigation
• Inventory management for ecommerce orders.
• Troubleshoot bottlenecks, inadequate resources, and downtimes to improve efficiency.

• Ensure high levels of team engagement
• Ensure that data protection guidelines are adhered to.
• Ensure compliance with policies and regulations.
• Ensure auditable checks and balances in all operations processes
• Ensure operations processes developed are loss proofed
• Ensuring efficient and effective delivery of customer orders
• Ensuring customer enquiry and feedback has been actioned and used for further process improvements
• Ensuring correct and quality products are delivered to the customer
• Ensuring customer retention through seamless quality service delivery.
• Negotiating affordable delivery fee to our clients
• Generate order fulfilment reports to review operations
• Define and implement reports for daily and periodic monitoring to enhance performance.
• Periodic reporting order fuilfilment reports to the manager for decision making.
• Timely and efficient resolution of operational challenges
• Ensure timely payment of invoices, issuance of reversals, payment confirmations and expenses are handled.
• Ensure delivery of orders at the right time and in the right condition, picking, dispatch, returns and replacement.
• Review of order fulfillment processes for adequacy.
• Implementation of the eCommerce commercial strategies
• Ensure all the systems are working efficiently.

Minimum Requirements:

• Bachelor's degree in a relevant field
• 5+ years work experience, of which a minimum of 2 years in a senior e-commerce marketing or sales role
• Experience with improving customer-facing order fulfillment, returns, and exchange processes
• Passionate customer advocate with experience in a senior e-commerce customer service role, with proven process improvement abilities
• Strong communication & interpersonal skills
• Project Management experience with  very strong eCommerce acumen and best practices