Vendor Operations (Customer Facing - Retail) - Scommerce

The Business Development and Partnerships teams at Shopee are dynamic and energetic. The teams are always looking to acquire business opportunities to drive Shopee to be the No. 1 e-commerce platform in Southeast Asia and Taiwan. The aim of the Business Development and Partnership teams is to provide Shopee’s buyers with a wide variety of product listings at the best prices.

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:

Duties and Responsibilities:

• 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.