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Job Description
- Manage the Vendor onboarding & system training
- Manage the operational KPIs, OOS & Order fulfillment rates on a daily basis and ensure a 100% Target Achievement
- Raise any technical issue from the vendor and follow up until the issue is resolved
- Handle the vendor's complaints and follow up; to maintain the vendor relation.
- Meets with vendors and discusses the overall monthly Targets.
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
- Address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and/or email cases.
- Provides prompt and efficient service to Sellers and Merchants including the appropriate escalation of Sellers’ issues.
- Builds Platform and business knowledge to better serve sellers
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- Demonstrates excellent time-management skills and the ability to work independently knowledge while using departmental resources, policies and procedures.
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
Job Requirements
- 1 to 3 Years’ Experience in e-commerce seller support or order fulfillment operations
- Language skills: Fluent English and Arabic
- Bachelor’s Degree preferably in the supply chain, logistics, Business administration, or IT.
- Power-user of MS Excel & PowerPoint
- Results-driven and able to work with cross-functional teams to achieve operation goals
- Passion to work in an entrepreneurial and high growth environment
- Must be highly organized, and excellent communication
