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:

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.
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.
Address operational challenges raised by SBS, KAMs, suppliers, and brands, ensuring swift resolutions and proactive communication.
Ensure resolution of DTI cases and disputes within target SLAs, negotiating outcomes effectively.
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.
Collaborate with warehouse and brand teams to optimize inbound quantities and storage capacity for SKUs.

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 (Customer Facing - Retail), Scommerce