Vendor Operations

1 week ago

Manila, National Capital Region, Philippines Shopee Full time ₱900,000 - ₱1,200,000 per year

Department Business Development and Partnerships

LevelExperienced (Individual Contributor)

LocationPhilippines - Manila

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:

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.

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