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.
