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A mature New Zealand company seeking 3-10 varied outsourcing roles to enhance operations – to start ASAP  Verified Lead 

Listing: AEHN
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Winning Bid: 120.00

Item condition: New

SKU: AEHN Category:
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Client Verification:

  • Client name: PROVIDED
  • Main email: CONFIRMED & VERIFIED
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Report:

This client is the key decision maker of a mature NZ car importing company.  The company is 5-9 years old, and has 3-10 employees.

The client seems pretty familiar with the outsourcing landscape, and has already spent time in Philippines, but does not currently have outsourcing staffing from Philippines.  The client is seeking 3-10 roles to start asap in a range of roles.

The client provides very clear descriptions of what is required.  There are voice requirements, with some fairly complex interactions, and the client suggests ‘soft selling’ skills required.

The client describes the roles required as:

Digital media marketing: Email Agent, Online Car Sales Agent, Marketing Agent

The client further comments:

Have to know about Japanese Cars and understand how to use our Auction System to help customers to find their car. We will teach about all rules of importing a car.

Most of the knowledge can be acquired, but need some one who knows about cars and have a structural type of mind and can do computer work for long time.

The client has provided further very detailed descriptions – please check the following tabs.

The client has a high degree of readiness.  He has mature processes in place, and already has all of the in-house expertise.  The client is clear about the onboarding and training process as well as the role and candidate requirements.

The client is also aware of broad outsourcing process, and has suggested a price range here – read the following tabs for details.

This is a premium listing.  The client has completed all three forms, and has provided extensive comments and descriptions.  Please ensure you review all of this information in the following tabs. The client has been verified.

Please read over full direct form submissions in the following tabs.

  1. How would you describe your company? Mature
  2. What country do you mainly operate? New Zealand
  3. Are you a decision maker? Key decision maker
  4. What role/project duration/type? Ongoing role
  5. How specialised or skilled are the roles? Medium skill
  6. Does this include a managerial role? Maybe
  7. How soon are you looking to outsource? To start ASAP
  8. Which best describes you interest? I want to outsource
  9. Company Sector: Car sales
  10. Company Size: 3-10 employees
  11. Staff To Outsource: 3-10 roles
  12. What Roles: Digital media marketing: Email Agent, Online Car Sales Agent, Marketing Agent
  1. Are the intended roles back-end & generic or front-end and industry specific? 8/10 Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  2. If tech, how common/complex is the tech or coding? Complex
  3. How regulated are the functions, roles or company sector? 5/10 Client has rated 5 out of 10, where 1 is not at all and 10 is very much so
  4. Any major/unusual security requirements? 5/10 Client has rated 5 out of 10, where 1 is not at all and 10 is very much so
  5. How specialised is your industry? 1/10 Client has rated 1 out of 10, where 1 is not at all and 10 is very much so Comment: Have to know about Japanese Cars and understand how to use our Auction System to help customers to find their car. We will teach about all rules of importing a car. Most of the knowledge can be acquired, but need some one who knows about cars and have a structural type of mind and can do computer work for long time.
  6. How specialised is your industry? 8/10 Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  7. Which operating hours required? Usual office hours
  8. Which operating timezone? Manila Timezone
  9. Which languages required? English only
  10. Are there customer facing and/or direct voice functions? Yes, COMPLEX or sales conversations
  11. Does the requirements include sales roles? Soft sales
  12. How stable are the systems and processes in place - or are the roles always evolving? 10/10 Client has rated 10 out of 10, where 1 is not at all and 10 is very much so
  13. Are they commonly project based unique tasks, or highly repeated operation execution? 8/10 Client has rated 8 out of 10, where 1 is not at all and 10 is very much so Comment: We have been doing it for for almost 10 years, importing cars from Japan to New Zealand. We know all about it and can scale up to 5-8 people for NZ market only, and can scale up to the 10-20 people if we move to another markets. 
  14. Do you currently have the skills in-house, or are you seeking to gain external skills? Yes, inhouse
  15. Importance of having internal company expertise or domain knowledge? 5/10 Client has rated 5 out of 10, where 1 is not at all and 10 is very much so
  16. Importance of having internal company expertise or domain knowledge? 5/10 Client has rated 5 out of 10, where 1 is not at all and 10 is very much so
  17. The management are familiar with the cultural implications of running a remote off-shore team? 8/10 Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  18. Will you, or someone else, be managing the process? Mainly me
  19. Any general comments on your outsourcing role requirements (optional): Before in NZ I trained people to do this role, mainly Japanese staff. But need someone who can speak good english and write and think proactively too. Main job objective of this role Team Leader Sales for Importing Japanese Cars to New Zealand is to facilitate with import/sales of cars to our customers in New Zealand. We import cars from Japan to New Zealand for the last 10 years.  This work is about helping buyers to find their car in Japan, and provide email and phone calling/answering customer service before and after sales.  Also would need to be able to facilitate with any other tasks required. There are no cold calling or emailing. It’s a real people in New Zealand who approach our company, and they inquire first, so you are going to help customer to find their car.  Regular working hours 7am to 4pm Philippines time. Suitable for a qualified person with experience in Japanese Auto Auctions. Preference would be given to some one who already have or can easily develop following skills:  Knowing about Japanese Cars - makes and models, specifications etc..  Japanese Car Auction System - Auction Grading, Importing Process and Rules and Regulations.  Dont need to know Japanese language, but would be a bonus if you know it.  Have a Car Sales experience. Have a great attention to details, excellent writing/communication skills, fast learner, love for cars and to work on computer. All necessary training will be provided by us, using Skype Screen Sharing and WhatsApp calls. Also will guide you through the first couple of weeks etc, with ongoing support and training. We will grow you into the Team Leader position. Idea is that first you understand our business processes and make successful sales 12-15 sales per month. And then start training and leading a Sales and Marketing team by your self with our ongoing support and guidance.  It’s an attractive salary + commission + bonuses remuneration plan we have for the right candidate.  After 1 - 2 month we will evaluate your performance and check how well you understand all processes, how well you can answer customer questions, provide after sales support etc..  Then we will hire 2-3 more employees so that you can lead and train them and make your own sales too.  You can anticipate a Salary Hike then and commission from every sales other employees would generate.  Possibility for growth: after 2-6 months of successful sales and accumulating a clear understanding of importing process, and able to work unsupervised - can move to a Supervisor position to manage Sales and Marketing team.  Again, it’s a possibility - we will access if promotion can take place.  Job description includes but not limited to:  First one - two months.  Replying to new customer inquirers:  Check email and website for new inquiries, and reply as soon as possible.  Email price of the car to import: check Japanese Auctions Average Price, check price of the car in New Zealand, if customer can save money by importing - email using template, and attach all screenshots.  Update Inquieries List - make notes - that can follow up later - and we can call them later too.  Update Customer List - if customer want to import - add them to customer list.  Add New Customer to the Saved Search - that they receive updates with cars available automatically.  Maintain communication, answer their questions.  At the end of the day prepare a report of how many New Inquieries was processed and we will access the Inquieries List, we also will call ourselves to follow up with customers, and WhatsApp you recorded voice communication - so you can listen and update yourself on each customer (their wants and needs etc.) - based on that you prepare a follow up email for them too, and when they email you back - you reply by email to make them buy/import a car.  Working with existing customers  Checking Online Automobile Japanese Auctions to find a car customer inquired for.  Email customers to offer cars to buy, answer questions and explain about importing process  Maintaining communication with existing customers: answering their questions and recommending cars to buy.  Attend to Electronic Office to see new customer bids.  Check if car is good to import and order Auction List Translation.  Check if customer bid is realistic, and advice to increase a bid if necessary.  Check for more similar cars and offer to bid on them too.  After Sales Support  Email customer to Congratulate after we have bought a car, tell them for how much we bought it, attach screenshot  Notify Japanese side of the shipping port  Update Customer List - highlight bought cars in yellow and add chassis number  Update customer with Arrival Date when it becomes available  Email pictures from the port to the Social Media assistant - with all relevant information about customer and car  Answer any questions customer might have  Email them Compliance Template - telling how to pick up the car and asking if they need after sales services like grooming, car service, mechanical warranty.  Notify Compliance Centres in NZ about arriving cars - update them if car need grooming or service, include customer and car details in email, attach a JPG picture of the Export Certificate.  Email a DHL tracking number for arriving cars documents to Alex with port of destination and chassis numbers.  Update customers with a date when car is ready for a pick up.  Follow up if they need a Mechanical Warranty - and apply for one if needed - and email Alex all info for finalising a warranty paperwork.  After customer had a car for few days - email them asking to leave us a feedback.  General idea of the daily workflow:  - Open your computer 7:00 am, it’s a early start work, so suitable for a early rise person. Also there is 4 hours difference between Philippines and New Zealand, so have to catch up with time there.  Check your notes made yesterday, update your self with what follow up is required.  Check for new Auction List Translations (for today auctions) and email them to customers.  Place bids on good cars - if translation is good and customer confirmed they would like to bid.  Answer new email from Existing Customer first.  Check emails with new customer inquiries and instructions from me.  Process new inquiries  Update Inquieries List  Then move to Existing Customers  Email existing customers offering them cars for tomorrow. Check for every customer if there are suitable cars to offer to bid on (check in Saved Search)  After Sale and Marketing Team is introduced:  Train a new comer into the sales agent - same way we have trained you  You will have excess to most employees email - so can monitor their communication with customers  Check how well they reply to new and existing enquieries, and guide/train them to constantly improve on best communication and customer service posable  - Assign customers to each sales agent  Monitor and report to us how many emails and call and Saved Search and Customer List entries were made per day - per week - per months.  Always be available to provide ongoing support to the growing team  Foresee challenges new employees might have and proactively address them  Encourage healthy competition in Sales Team - who imported most cars per month.  Close sales where ever you see it’s possible  Assign work to the Online Marketing team  See what questions or support our customers in New Zealand need - and explain it to the Marketing team - so that they can make a page on the website, or additional steps manual or a infographics - idea is to facilitate customers in NZ to understand about importing process and how to find and buy their next car in Japanese Auctions  Job Description can and will be updated by the Employer according to the development of the employment position.  Company dress code: casual, comfortable, not constraining from work.  With company growth - branded cloth can be introduced.  Contacts with customers:  -Adopt polite and professional approach in dealing with customers and team. 
  1. Have you used Upwork, Freelancer, Fiverrr, or online agency outsourcing before?: 8/10  Client has rated 8 out of 10, where 1 is not at all and 10 is very much so Comment: Used Frelancer and Fiverrr and know how it works. Prefer a full time staff who I can train and who stay with me for decades to come. They can use Freelancer if needed to accomplish small tasks.Outsoursing still new to me - but I know how it works.I want to find out how much is an average FIXED FEE PER EMPLOYE MONTHLY - so I can choose a BPO which is not only great but not overcharging me.Happy to pay between 500-700 NZD per months for all fees.
  2. Have you outsourced before or currently? (more than Upwork): 4/10  Client has rated 4 out of 10, where 1 is not at all and 10 is very much so
  3. Have you been looking into outsourcing and partners a lot?: 8/10  Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  4. Have you identified specific role/s to outsource?: 10/10  Client has rated 10 out of 10, where 1 is not at all and 10 is very much so
  5. Is your leadership team fully onboard with outsourcing?: 10/10  Client has rated 10 out of 10, where 1 is not at all and 10 is very much so
  6. Are your staff aware of the move to outsource?: 10/10  Client has rated 10 out of 10, where 1 is not at all and 10 is very much so
  7. How old is your company? (years): 5-9 years
  8. Do you have established processes?: 8/10  Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  9. How well documented are the processes?: 6/10  Client has rated 6 out of 10, where 1 is not at all and 10 is very much so
  10. How easily can the process be specified and documented?: 8/10  Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  11. Are there process interdependencies that make segmentation of work between company and service provider difficult?: 3/10  Client has rated 3 out of 10, where 1 is not at all and 10 is very much so Comment: We have templates and scripts of how to reply. Obviously need to use a common sense and have a knowledge and be flexible with customer service, but we have all our processes documented and willing to train and provide ongoing support to our staff.
  12. Can goals and metrics be easily defined for each process?: 8/10  Client has rated 8out of 10, where 1 is not at all and 10 is very much so
  13. Do you have onboarding/training materials for the outsourced resources?: 8/10  Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  14. Have you identified the Key Performance Indicators (KPIs) for the outsourced resources?: 8/10  Client has rated 8 out of 10, where 1 is not at all and 10 is very much so
  15. Have you produced a Service Level Agreement (SLA) for the outsourced provider?: 3/10  Client has rated 3 out of 10, where 1 is not at all and 10 is very much so
  16. Any general comments on your outsourcing readiness (optional): Have to work on a specific SLA - must have one in place.Looking forward for your help. We need a BPO who can source a talented staff - who knows Japanese Online Auctions, cars, sales, email and phone calls, and are results driven.

Auction has finished

DateBidUserAuto
July 16, 2018 10:58 am120.00C****n
July 16, 2018 10:26 am110.00J****n
July 16, 2018 9:56 am100.00A*****y
July 16, 2018 9:53 am90.00J****n
July 16, 2018 9:49 am80.00A*****y
July 12, 2018 11:59 pm70.00a********************************m
July 12, 2018 4:33 pm60.00O***********o
July 12, 2018 1:44 pm50.00a********************************m
July 12, 2018 1:31 pm40.00W**********r
July 12, 2018 11:00 amListing started
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