Sales Channels Specialist

6 days ago

Manila, National Capital Region, Philippines VidaXL International (HK) Limited Full time ₱900,000 - ₱1,200,000 per year

This role is responsible for monitoring and improving our performance metrics across all online marketplaces and maintain a good partnership. You will work closely with customer service, sales, and operations to ensure we meet or exceed each platform's requirements, prevent account health issues, and create a seamless customer journey that maximizes conversions and repeat business.

Key Responsibilities

  • Monitor key account health metrics (e.g., order defect rate, late shipment rate, customer feedback, returns) for 3rd party sales channels. (ex: Amazon, eBay, ManoMano etc.)
  • Identify and resolve potential account health issues before they escalate.
  • Analyze the CS related KPI's and the reasons behind it and communicate the pain points and your improvement proposal with CS and Sales AM.

  • Ensure compliance with marketplace policies and standards.

  • Track and report on customer service KPIs such as response times, resolution rates, and customer satisfaction scores, NPS, Claim rate etc.

  • Work with the CS team to ensure timely, accurate, and customer-focused responses.

  • Manage escalated cases and complex customer issues to achieve positive outcomes.

  • Identify trends and patterns in customer inquiries, returns, and feedback to improve product descriptions, quality, or after-sales support.

  • Recommend and implement process improvements to enhance customer satisfaction and operational efficiency.

  • Keep up-to-date with marketplace policy changes and best practices.

Skills & Experience

  • Analytical mindset with ability to interpret data and make actionable recommendations.
  • Proven experience managing performance metrics on Amazon, eBay, ManoMano, or similar marketplaces.
  • Strong understanding of marketplace policies, account health requirements, and dispute resolution processes.
  • Analytical mindset with ability to interpret data and make actionable recommendations.
  • Experience in e-commerce customer service

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