Retail Operations Supervisor

RETAIL OPERATIONS SUPERVISOR Location: Marulas, Valenzuela City | Full-time, office-based Monthly compensation package: PHP 36,000-45,000, based on relevant experience and assessment. Work schedule: Monday to Saturday, 8:00 AM–5:00 PM. Sunday is the regular rest day. Benefits: SSS, PhilHealth, Pag-IBIG, 13th-month pay, and other government-mandated benefits, as applicable. Probationary period: Up to six months. Employees who demonstrate excellent performance may be considered for early regularization. KEY RESPONSIBILITIES 1. Customer Response Quality & Follow-Up Management • Monitor the speed, accuracy, relevance, professionalism, and quotation quality of customer replies. • Address missed messages, irrelevant replies, and incomplete follow-ups; coach staff and verify improvements. • Identify high-intent customers and important sales opportunities, arrange suitable follow-ups, and help convert inquiries into confirmed orders without overlooking valid leads. • Personally handle selected key customers, important negotiations, and complex sales discussions. 2. Customer Service Staff Scheduling & Task Allocation • Arrange staff shifts, rotating days off, break coverage, and daily work assignments. • Adjust staffing across company accounts according to inquiry volume and urgency. Prioritize unanswered messages, valid sales leads, and urgent concerns; reschedule lower-priority tasks so busy accounts have adequate coverage. 3. Advertising Execution & AI-Assisted Quality Checks No prior advertising experience is required. Hands-on, step-by-step training will be provided. • Execute and adjust advertising campaigns according to company-approved plans, methods, and budgets. • Monitor campaign status, spending, inquiry quality, and unusual results. • Use company-provided AI tools to assist with advertising quality checks and implement approved improvements. 4. Customer Concerns & After-Sales Supervision • Ensure customer service and after-sales staff promptly take ownership of customer concerns, respond, and carry out the necessary actions. Reassign available staff during absences or increased workloads. • Establish a responsible person and clear next action for each issue. Address unassigned cases, repeated transfers without action, and stalled progress; follow through and verify resolution. • Exercise sound judgment on major customer concerns within company guidelines. Personally handle important discussions, disputes, or negotiations when necessary. 5. Installation Oversight, Performance Evaluation & Reporting • Use AI tools, the ERP system, and feedback from the installation coordinator to monitor and evaluate installers' order acceptance, punctuality, installation service, and completion updates. Ensure compliance with company installation procedures and service standards. • Follow up on installer complaints, violations, and corrective actions; verify the issues and subsequent improvements. Refer serious disciplinary matters to HR and senior management. • Review whether the installation coordinator's assignments, progress monitoring, and exception handling are moving forward properly. Ensure unfinished actions are completed and results are verified. • Use AI to compile and verify ERP data and feedback for weekly reports covering customer reply quality, sales follow-up and communication quality, advertising performance, after-sales issues, installer evaluations, and improvement progress. • Where needed, propose ERP workflow and SOP improvements to address repetitive work, bottlenecks, and gaps; submit proposals for management review. 6. Temporary Staff Coverage • Temporarily cover retail customer service and installation scheduling when required to maintain normal business operations. QUALIFICATIONS • Relevant experience in customer service, sales operations, retail operations, or team supervision. • Strong written and spoken English and Filipino, with confidence in customer calls, key-customer discussions, and challenging negotiations. • Ability to prioritize work, allocate staff effectively, coach employees, and proactively follow up on results. • Good judgment, organization, attention to detail, and problem-solving skills. • Comfortable using computers, messaging platforms, and spreadsheets, with the ability to learn AI tools. • Able to work independently after product and process training and accurately follow company requirements. • Willing to work on-site in Marulas, Valenzuela City. Smart-lock industry experience is not required. Product and company-process training will be provided, including hands-on training in advertising operations and AI-assisted quality checks.