Wivek Delan Wimalathas

- Responsibility for the Ethnic Wholesale business area.
- Development and implementation of sales strategies to achieve revenue and growth targets.
- Building and maintaining long-term customer relationships, as well as acquiring new wholesale partners.
- Leading contract and price negotiations and concluding framework agreements (quarterly or annual agreements).
- Analyzing market, competitive, and customer developments and deriving appropriate sales measures.
- Ensuring high customer satisfaction through professional support of wholesale partners and continuous optimization of business relationships.
- Close collaboration with Marketing and Product Management to ensure optimal customer support.
- Preparing sales forecasts and deriving appropriate optimization measures.
- Monthly review and approval of commission statements for wholesale business partners, ensuring accurate commission calculations in accordance with contractual agreements.
- Developing and implementing measures to sustainably improve profitability and quality within the wholesale business.
- Continuously analyzing relevant KPIs and initiating and managing measures to increase profitability and ensure high quality standards.
- Monthly analysis and planning of wholesale partners’ product requirements and approval of order volumes based on sales performance, inventory levels, and market demand.
- Regular review and analysis of potential fraud and abuse cases related to the distribution and sale of company products, and implementation of appropriate measures to minimize associated risks.

- Manage and develop relationships with key clients and strategic accounts.
- Act as the main point of contact between the company and key customers.
- Understand clients’ business needs, goals, and challenges.
- Develop and maintain long-term customer relationships.
- Identify opportunities to increase sales and grow existing accounts.
- Prepare and negotiate quotations, contracts, and commercial agreements.
- Achieve sales, revenue, and profitability targets.
- Develop account plans and strategies for key customers.
- Coordinate with internal teams such as Sales, Marketing, Operations, Finance, and Customer Service.
- Monitor customer satisfaction and resolve issues or complaints quickly.
- Conduct regular customer meetings, business reviews, and presentations.
- Track sales performance, forecasts, and account activities.
- Identify new business opportunities within existing accounts.
- Monitor market trends and competitor activities.
- Ensure timely delivery of products/services according to customer requirements.
- Prepare regular reports on account performance and sales activities.
- Support contract renewals and negotiate favorable terms.
- Maintain accurate customer and sales information in CRM systems.
- Represent the company professionally at customer meetings, trade shows, and industry events.
- Continuously look for ways to improve customer experience and strengthen partnerships.

- Supervise and support a team of customer service representatives to ensure high-quality customer service.
- Monitor daily customer service operations and ensure smooth and efficient workflow.
- Train, coach, and motivate team members to improve performance and customer satisfaction.
- Handle escalated customer complaints and resolve complex issues in a professional and timely manner.
- Monitor team performance, productivity, attendance, and service quality.
- Set team goals and provide regular feedback and performance evaluations.
- Ensure company policies, procedures, and customer service standards are consistently followed.
- Assist customers with inquiries, complaints, orders, returns, and other service-related issues when required.
- Monitor customer feedback and identify areas for improvement.
- Prepare and review reports on customer service performance and key performance indicators (KPIs).
- Work closely with other departments, such as Sales, Operations, and Management, to resolve customer issues.
- Maintain accurate customer records and ensure information is handled confidentially.
- Identify training needs and organize coaching or development activities for team members.
- Support the implementation of new customer service processes and procedures.
- Ensure the team meets service targets and maintains a positive and professional customer experience.

- Provide professional, friendly, and efficient customer service across phone, email, and other communication channels.
- Respond to customer enquiries, resolve issues, and provide accurate information about products and services.
- Build strong customer relationships by understanding customer needs and delivering effective solutions.
- Handle complaints and difficult situations calmly, professionally, and with a focus on achieving positive outcomes.
- Maintain accurate and up-to-date customer records and ensure all interactions are documented appropriately.
- Work closely with internal teams to resolve customer issues and ensure a seamless customer experience.
- Meet agreed customer service, quality, and performance targets.
- Follow company policies, procedures, and data protection requirements when handling customer information.
- Take ownership of customer queries from initial contact through to resolution, ensuring timely follow-up where required.