About the Role
The role focuses on ensuring high fulfillment performance and optimizing vendor operations. You will be responsible for monitoring and improving various performance metrics, enhancing item availability, and reducing order failures. The position requires a keen analytical approach to identify trends and recurring issues, as well as the ability to implement corrective actions that lead to measurable improvements. You will act as a crucial point of contact for vendor fulfillment issues and support continuous improvement initiatives across the organization.
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Key Accountability Areas
Fulfillment Performance and Vendor Operations
- Performance monitoring and improvement, including daily, weekly, and monthly reviews across replacement rate, Item Not Found (INF), Item Not Delivered (IND), order failure rate, and seamless orders. Identify trends, prioritize opportunities, and drive corrective actions for measurable improvement.
- Enhance item availability and order completeness by improving vendor stock feeds to reduce INF and IND. Address gaps in ordered and delivered items, prioritize significant issues, and implement operational and technical solutions.
- Optimize replacements by assessing the end-to-end replacement journey, improving the acceptance of suggestions, and ensuring they meet customer needs. Protect GMV by identifying and validating enhancement opportunities.
- Reduce order failure by analyzing reasons for failure across various stakeholders. Identify root causes, drive immediate recovery measures, and coordinate long-term prevention with relevant teams.
- Increase seamless orders by addressing issues related to order satisfaction, including late, incomplete, and damaged orders. Work with teams to implement corrective actions that enhance customer outcomes.
- Act as the operational contact for vendor fulfillment issues, assessing impact, coordinating incident tickets, and driving resolution while validating fixes and identifying process improvements.
Governance and Resilience
- Follow relevant policies, procedures, and processes consistently to ensure controlled daily operations.
- Contribute to identifying opportunities for continuous improvement in processes and practices to enhance productivity and cost-effectiveness.
- Promote adherence to policies and procedures within the organization.
Daily Operations
- Monitor daily operations to ensure continuity of work.
- Prepare timely and accurate reports relevant to your responsibilities to meet organizational objectives.
- Ensure satisfaction of both internal and external stakeholders by addressing their needs in a courteous and timely manner.
Qualifications/Requirements
Knowledge and Experience
- 2+ years of experience in an operational role.
- Strong vendor operational knowledge.
- Ability to document processes and guidelines effectively.
- Proficient in handling large datasets and deriving key insights.
- Skilled in efficiently solving major operational issues, understanding when to escalate, and proposing documentation or changes to mitigate problems.
Education and Certifications
- Bachelor’s Degree in a relevant field is required.
