Thomas Truong

Operation Focus

• Oversee and maintain the warehouse inventory system, verifying incoming delivery stock, ensuring record-keeping, producing weekly stock-taking report and processing invoices for suppliers.

• Conduct comprehensive data entries for product information, utilizing ecommerce platforms including Ordermentum, Amazon Vendor, and Amazon Seller.

• Self-facilitate various projects, including improving internal communication channels between customers and internal teams, updating terms and conditions, and organizing a daily running schedule template,creating engaging company newsletters and product posters, and working with external media team to create video for online presence.

Customer Focus

• Manage portfolio of client in the food industry, including restaurants and café shop

• Process customer orders and collaborate with the warehouse team to allocate the run schedule and ensure timely deliveries.

• Serve as the main point of contact for customers regarding any issues related to order deliveries, promptly addressing concerns, and providing effective solutions to ensure customer satisfaction.

• Manage end of day cash sales and maintain accurate record-keeping by regularly auditing and updating the system for bookkeeping.

• Oversee daily cash transactions, ensuring precision in record-keeping through consistent auditing and meticulous updates to the bookkeeping system.

Achievement

• Implemented a multi-device communication channel for customer ordering SMS messages, enhancing accessibility and streamlining communication between Business Development Managers.
• Successfully transitioned 30% of customers from phone ordering to the Ordermentum mobile ordering app, resulting in increased sales team efficiency and a reduction in human errors.
• Introduced a delivery map for drivers, encompassing all drop-off location details, improving delivery efficiency irrespective of route familiarity.

• Conducted product uploads and optimization across multiple e-commerce platforms, including Shopify Plus, AU website, Westfield Direct, and Amazon Vendor and Seller marketplaces.

• Conducted continuous site revisions to ensure the active and prominent placement of all products within relevant collection pages, consistently identifying areas for enhancement and making strategic suggestions for improvement.

• Supported the development of robust SEO and SEM campaigns by optimizing product SEO, including keyword research and improvement, using SEMrush. This contributed to enhanced online visibility and search engine rankings.

• Collaborated closely with the Marketing Coordinator to meticulously merchandise pages in alignment with various campaigns, including weekly GWP (Gift with Purchase) and promotional events, ensuring precise content setup and alignment with cross-channel marketing strategies.

• Coordinated with merchant to onboard products, including engaging with merchants, maintaining an exceptional command of all operational processes (product onboarding, API mapping, and error handling), ensuring the highest level of efficiency and accuracy in all facets of operations.

• Partnered with the marketing team to strategize and execute seasonal campaigns, involving close coordination with the design team to seamlessly integrate products onto the website and negotiate with merchants to secure exclusive seasonal promotions.

• Work closely with merchants and the IT department to prevent booking failures, alleviate the workload on the Customer Engagement Group (CEG), minimizing manual interventions required by the customer service department and improving customer booking experience.

• Self-facilitated projects to provide market research analysis, identify emerging trends and competitor updates and to leverage brand position. Key projects encompassed hero pricing strategies to ensure competitive pricing, the implementation of a 24-hour cancellation policy to enhance customer flexibility, and the resolution of high booking failure activities through API mapping enhancements.

Achievement

• Proactively engaged with customers to advocate for more flexible cancellation policies, supported by data-driven insights demonstrating increased booking activity and customer satisfaction.
• Achieved a remarkable 10% reduction in booking failures in regions including NSW, Victoria, and New Zealand through close collaboration with the IT team, employing virtual solutions to enhance API functionality and ensure a seamless booking experience.