ACE C. TSAI

Key Account Management

• Resolved client issues promptly, ensuring high levels of satisfaction.
• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
• Built rapport with new and existing customers to boost client retention.
• Achieved client satisfaction by managing key accounts effectively.
• Prepared detailed reports to provide insight into account performance.
• Established strong rapport with clients through regular communication.
• Handled customer concerns and complaints to resolve issues and build loyalty.
• Delivered exceptional customer service, addressing customer queries and handling customer complaints.
• Negotiated contracts and closed deals to achieve favourable terms for corporate objectives.
• Led team meetings for efficient communication and project updates.
• Developed new strategies with a focus on customer retention.
• Generated KPI reports to illustrate overall performance.
• Collaborated with sales team for achieving shared objectives.
• Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
• Assured timely delivery of products and services to meet customer expectations.
• Kept up-to-date with market trends to identify opportunities to improve product and service offerings.
• Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
• Analysed sales data for identifying opportunities for growth.
• Coordinated with finance department to manage account finances efficiently.
• Negotiated contracts to secure profitable deals.
• Employed an empowering leadership style and leveraged emotional intelligence to maintain strong rapport across all enterprise levels.
• Produced sales and performance reports and delivered to senior management and stakeholders.
• Addressed account inquiries and provided updated data from CRM software.
• Facilitated training sessions to upskill junior team members.
• Maximised client success, educating on financial and operational strategies to support account growth.

Forecasting and Product Inventory Health

• Create reports, track KPIs across the website and summarize insights to the business
• Generate, review, and analyze customer's forecast, collaborating with functional stakeholders to ensure the timely availability of supply to meet customer requirements and product launches
• Managed business relationships to ensure loyalty and long-term commitment.
• Work with the Demand and Planning to ensure that items are forecasted based on the need to reach budget
• Ability to provide forecast to warehouses in terms of outbound and inbound items to secure manpower support
• Actively participate in the monthly sales forecasting meeting with Demand & Forecast Analysts and Sales Manager
• Monitors weekly or as needed inventory replenishment
• Generate and review all sales-related reports to be presented to the relevant functional stakeholders
• Audits the entirety of the website, ensure all details and information are accurate, meets the brand's standards, and that website functionality are up to date
• Monitor weekly inventory manual update
• Ensure all active items are available- otherwise, product will be turned-off on live site
• Monitor and operate product display pages for launching of new products, prepping of relevant materials (dims, image libraries, product copies, prices, etc.)
• Escalating website feedback, proposing changes to site's layout and content based on website analytics and usability testing
• Actively participate in the monthly sales forecasting meeting with Demand & Forecast Analysts and Sales Manager
• Monitors weekly or as needed inventory replenishment
• Generate and review all sales-related reports to be presented to the relevant functional stakeholders

Website Management

• Monitor and update inventory level to Amazon
• Ensure all active items are available- otherwise, product will be turned-off on live site
• Monitor and operate product display pages for launching of new products, prepping of relevant materials (dims, image libraries, product copies, prices, etc.)
• Actively participate in IT Projects (UAT, Kick-Off), Initiate and Drive system and process improvement plans
• Maintain customer portal, item set-ups, factory profiles, vendor guides, pricelist, photo quote sheets and ensure correct information is housed within PMI database systems
• Review, understand and communicate vendor business and compliance requirements
• Maintaining all customer contact, opportunities, special deals, allowances, and records in OSC application
• Perform customer account management, ensuring correct account mapping in OSC and EBS, account set-up and relevant documents are kept up to date
• Review customer program requirements and execute with the support of cross functional teams up until product launch or program completion
• Resolve chargeback disputes, customer escalations or any other error or discrepancy, and perform root cause analysis to prevent recurrence
• Initiate innovative ideas to increase process efficiency and improve customer experience
• Partner and work across the sales and operations teams to achieve strategic targets
• Handle and resolve escalated order fulfillment concerns
• Help the sales to reach the target sales
• Perform special tasks and assignments as needed

Order Management

• Collaborate closely with the eCommerce Associate - I to ensure orders are processed in accordance with the Service Level Agreement (SLA) and delivered within the designated delivery window
• Work with the logistics team to escalate orders, when necessary, to ensure full order fulfillment

Channel Marketing

• Work hand in hand with other departments such as Marketing and Products Team to ensure flawless product launches and promotions

Data Management and Administration

• Database experience with proven understanding of database concepts, theories, and applications
• Responsible for the distribution of effective marketing content, while ensuring messaging is on-target and consistent with the brands and vision along Amazon & Shopify platforms
• Process Improvements and Automation
• Does template automation that would increase manpower productivity and analysis while reducing manual processing time
• Lead and coach other functions for process improvements and building templates/dashboards

Business Continuity Function

• Update and create process documentations

• Reporting and Analysis
• Accomplishing daily review of all business unit products across the customers sites (Amazon, Lowe's, Walmart, Syndigo, Grainger, HomeDepot, IDM, Wayfair, Shopify) monitoring competing brands and products across the online retailers
• Manage Amazon chargeback
• Manage Customer's sales report
• Data Management and Administration
• Database experience with proven understanding of database concepts, theories, and applications
• Retention Policy Audit and Archiving
• Responsible for the distribution of effective marketing content, while ensuring messaging is on-target and consistent with the brands and vision
• Customer Service Level
• Work with higher tier management in handling assigned SKUs in Amazon platform
• Acting as an account manager in the team
• Coordinate with Clients and Vendors
• Establish and cultivating positive relationship with key decision makers
• Conduct competitive analysis to evaluate market trends and identify new opportunities
• Manage content, promotions, and pricing
• Product Listing and FBA in Amazon Seller and Vendor and other marketplaces
• Actively work with Digital Media, Design teams and Content Coordinators to provide images and content for web store and online promotions
• Optimize listings to elevate sales by understanding Amazon Algorithm

• Reporting and Analysis
• Manage website parameter and content upload for partners, proofing for accuracy and competitive relevance
• Manage regular reporting on site performance
• Monthly Shipments Report, Open orders Report, Product Issue Trends, Sales Monthly KPI Scorecard
• Work sales template with stakeholders to meet deadline
• Data Management and Administration
• Database experience with proven understanding of database concepts, theories and applications
• Retention Policy Audit and Archiving
• Maintain a quality control process ensuring all content is on-brand, error-free, consistent style and messaging to optimize user experience and achieve business objectives
• Accomplishing daily review of all business unit products across the customers sites (Amazon, Lowe's, Walmart, Syndigo, Grainger, HomeDepot, IDM, Wayfair) monitoring competing brands and products across the online retailers
• Customer Service Level
• Collaborate with stakeholders for verification and come up with efficient action plan in deploying products on the website
• Analyzing competitive positioning and making recommendations and adjustment to products and content accordingly
• Duties include working with Sales Marketing teams to improve content and online sales performance
• Actively work with Digital Media, Design teams and Content Coordinators to provide images and content for web store and online promotions
• Navigating and using online retailer supplier portals, data upload tools, and or CMS systems
• Additional experience with EDI, CRM, and Oracle
• Process Improvements and Automation
• Does template automation that would increase manpower productivity and analysis while reducing manual processing time
• Coaches other functions for process improvements and building templates/dashboards
• Business Continuity Function
• Documentation of process documents, standard operating procedures and improvements
• Manage the continuous improvement of content once deployed
• Contribute efforts in investigating, reporting, and resolving any website, portal and customer operational/technical issues

• Reporting and Analysis
• Provide weekly reporting, analysis and insights on product performance for all sites
• Daily Shipments Report, Open orders Report, Daily Projections, Product Issue Trends, Sales Monthly KPI Scorecard
• Data Management and Administration
• Database experience with proven understanding of database concepts, theories and applications
• Customer Service Level
• Partner with product managers to develop web exclusives to create a unique and compelling product offering
• Monitors open orders
• Work with analytics data and analysis to support decision making and provide new ideas
• Manage regular reporting on site performance
• Doing market research
• Work closely with internal teams to create and manage category promotions and site-wide campaigns

• Data Management and Administration
• Pricing Management
• Supply Chain / Inventory Management Support
• Maintained inventory control to ensure supplies and special-order items are available for timely delivery
• Monitors international and local shipment of ordered goods
• Coordinates with Importation, Warehouse and Logistics regarding processing of inventory
• Monitored industry prices to obtain best available pricing
• Evaluated and improved processes to effectively fulfill purchase orders and solicited quotes
• Computes safety stocks and available weeks of Supply
• Customer Service Level
• Established relationship with new vendors; maintained and built upon existing vendor relationships
• Ensured vendor invoices are documented and processed in a timely manner
• Resolve order discrepancies and processed returned orders
• Creates root-cause analysis of short shipments and collaborates with stakeholders for verification and come up with efficient action plan
• Fulfilled various administrative duties

• Customer Service Level
• Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gathered customer's information and determined the issue by evaluating and analyzing the symptoms
• Diagnosed and resolved technical hardware and software issues involving internet connectivity and email clients
• Researched required information using available resources
• Identified and escalated priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately processed and recorded call transactions using a computer and designated tracking software
• Offered alternative solutions where appropriate with the objective of retaining customers' and clients' business
• Organized ideas and communicate oral messages appropriate to listeners and situations
• Followed-up and make scheduled call backs to customers where necessary
• Stayed current with system information, changes and updates