Sales Support Specialist

About our client

Our client is a global leader in international travel retail, turning journeys into premium shopping experiences across airports, cruise liners, and border crossings worldwide. As a trusted partner to the world’s most prestigious luxury brands, they seamlessly blend heritage with digital and physical retail innovation.

Role Overview

The following outlines the full scope of responsibilities currently being managed, which spans six distinct functional areas — customer service, commercial administration, supply chain coordination, marketing activation, beauty advisor management, and finance compliance. The breadth and complexity of these interdependent functions necessitate dedicated headcount to maintain service excellence, prevent operational gaps, and support continued business growth.

1.Distribution Customer Service & Order Management

• End-to-end order processing: Receiving, validating, and accurately entering customer orders into the SAP system, ensuring zero errors that could result in fulfilment failures, billing disputes, or customer dissatisfaction.
• Order tracking & status updates: Proactively monitoring each order through its lifecycle from placement to delivery and communicating timely, accurate updates to customers to manage expectations and prevent escalations.
• Customer request coordination: Acting as the central point of contact for all customer queries, requests, and escalations, requiring prompt follow-up and cross-departmental coordination to resolve issues efficiently.
• Administrative compliance: Managing customer-specific administrative requirements such as documentation, compliance forms, and order-related correspondence, all of which must be handled with precision and within tight timelines.

2. Commercial Administration & SAP Data Management

• Price offer preparation: Calculating and preparing detailed product pricing proposals for customers, margins, and promotional conditions — all requiring careful cross-referencing of data.
• SAP system management: Uploading, maintaining, and auditing pricing data within SAP
• Master assortment file management in excel format: Building and continuously maintaining the master offer/assortment file, which includes:
• Checking accuracy of RP types by article level.
• Requesting to Purchasing for blocking and de-listing of products as required.
• Reviewing cost prices, customer purchase price, business partner purchase price and Vietnam RRP across all brands.
• Ensuring no SKU is left without the correct pricing or status classification.
• Monthly sales reporting: Distributing monthly sales performance reports to support commercial decision-making.

3. Forecast Planning & Supply Chain Coordination

• Forecast planning facilitation: Working closely with the Commercial Sales Team to consolidate and submit accurate demand forecasts, ensuring that buying decisions are aligned with actual sales trends and promotional pipelines.
• ZFOCA tracking by vendor and by PO: Monitoring and managing the fulfilment of ZFOCA (vendor order confirmations) on a vendor-by-vendor basis, requiring detailed record-keeping and proactive follow-up to prevent stock shortfalls. Ensuring that POs are being GR-ed into storage location 0810.
• Buffer stock monitoring: Actively tracking inventory levels across all brands and articles to ensure that buffer stocks for A-category articles are maintained at a minimum of 2 months' coverage at all times. This involves:
• Regular stock level reviews and cross-referencing against sales velocity data.
• Early identification of coverage risks and escalation to relevant departments.
• Coordination with Purchasing and Supply Chain to initiate replenishment actions ahead of stock-out risk.

4. Marketing Activation Coordination

• Supporting the brand and marketing calendar requires structured coordination and meticulous follow-through across multiple concurrent activations:
• Sales promotions & in-store activations: Coordinating the timely execution of all SPOs (Special Promotion Offer), on-counter promotions, and high-profile promotional (HPP) events, liaising with internal Marketing teams to ensure readiness by activation dates.
• GWP & POSM monitoring: Tracking the availability, allocation, and deployment of Gift-with-Purchase (GWP) items and Point-of-Sale Materials (POSMs) across all relevant counters, flagging shortfalls or delays to stakeholders in a timely manner.

5. Beauty Advisor (BA) Coordination

• Training coordination: Organising and scheduling product training sessions for BAs across multiple formats such as online, onsite, and overseas.
• Recruitment support: Assisting with BA recruitment as required by brand partners, coordinating interviews and documentation.
• Payroll & incentive administration: Verifying and processing BA salaries, commissions, and/or push money on a monthly basis, ensuring figures are accurate before submission to both the Marketing team (for vendor billing) and the Finance team.
• Monthly communication to customer on push money details.

6. Visual Merchandising (VM) & Brand Visit Coordination

• VM change coordination: Liaising with brand contractors and the SASCO internal team to plan, schedule, and oversee visual merchandising updates across counters, ensuring changes are executed on time and to brand standards.
• Brand visit facilitation:
• Coordinating all aspects of brand partner visits to SASCO locations, including:
• Submitting airport pass applications for visiting brand representatives.
• Coordinating with both the vendor and SASCO team to organise in-store walks.

7. Claims Processing & Finance Compliance

• SASCO claims processing: Verifying various claims from SASCO such as:
• Discrepancy claims: Investigating and documenting stock or invoice discrepancies and submitting formal claims for resolution. Coordination with Logistics for warehouse investigation and/or Purchasing for vendor support.
• Goodwill claims: Processing goodwill-related claims in line with established policies and timelines.
• Month-end accrual submissions: Submitting Legacy commission by PO to Finance at month-end.
• Legacy commission preparation: Preparing Legacy commission reports at the beginning of each month, requiring reconciliation of sales data and claims against commission structures and timely submission to ensure accurate and on-time payouts.

EA License No. 23S1885

Registration No. R23119226