About The Team

The Customer Facing - Shop Lead ensures smooth operations across teams, managing inventory, deliveries, and resolving issues. They act as a liaison for performance updates and issue resolution, ensuring stakeholder alignment.

The role also involves maintaining compliance, managing after-sales, conducting onboarding, training, and collaborating with teams to optimize operations and address challenges like fraud or cancellations.

Job Description

Operational Performance & Coordination

Represent Vendor Operations (VOps) in Brand meetings, JBPs, and BRs, providing performance updates.
Act as the main liaison between Brands, BD, Warehouse teams, and other stakeholders regarding operational performance, shop performance, and issue resolution.
Coordinate delivery schedules, inbound/outbound processes, and inventory management to prevent delays or errors.
Oversee the health of inventory by addressing RTS scheduling, non-moving stocks, and expired items.

Issue Resolution & Root Cause Analysis

Resolve operational issues, including incorrect deliveries, incomplete shipments, penalties, and buyer escalations.
Monitor returns, refunds, and shop penalties, identifying recurring problems and addressing root causes.
Ensuring that warehouse claims (damaged, expired, missing) are happening and ensure proper pre- and post-checking for all requests.
Address operational challenges raised by SBS, KAMs, suppliers, and brands, ensuring swift resolutions and proactive communication.

Compliance & After-Sales Management

Ensure compliance with expiration date policies, fast shipping criteria, and listing accuracy to maximize customer satisfaction.
Develop after-sales agreements aligned with warehouse and returns processes.
Ensure resolution of DTI cases and disputes within target SLAs, negotiating outcomes effectively.

Stakeholder Training & Alignment

Conduct regular training sessions for internal and external stakeholders on features, processes, and compliance updates.
Oversee onboarding and offboarding of shops, ensuring proper training, whitelisting, and reconciliation within SLA timelines.

Strategic Planning & Collaboration

Collaborate with warehouse and brand teams to optimize inbound quantities and storage capacity for SKUs.
Coordinate with internal PICs for API integrations and ensure timely payment reconciliations

Requirements

Graduate of any 4-year course
Experience in Customer Relationship Management, Background in logistics, fulfillment or warehouse operations is a plus.
Excellent communication and customer service skills, with strong problem-solving and strategic thinking.
High proficiency in MS Office, especially MS Excel and Google Sheets, for data analysis and reporting.
Strong written communication and capable of multitasking and handling multiple escalations simultaneously.

Vendor Operations - Local Shop Operations (Customer Facing)