Senior Officer – Vendor Experience Vendor Account Manager Senior Officer-Inventory Saleable Stock Information Systems Audit Intern

Reporting to the Operations Manager, the Senior Officer – Vendor Experience will ensure an excellent customer experience end to end. Analyzing, understanding and executing constant improvements to the online/onsite and offline experience. Ensure an excellent vendor experience, supporting variety of touch points across our platform, from onboarding to execute commercial/operation plans. Responsible for the VNPS and NPS of the department, ensuring the right communication to the rest of the team and constantly exploring improvements to the KPIs.
Detailed Description
Work to ensure that customer order are fulfilled flawlessly as per SLA
Improve the customer experience based on feedback from customers,internal stakeholders and recommend remedial practices
Perform quality checks and monitor customer satisfaction KPIs anddrivers
Ensure seamless vendor experience while trading and offer exceptional support
Create relevant training materials and train new and existing vendorson how to be successful on using the platform
Monitor vendors to ensure they fulfill order within SLA withoutcancellation
Solve all vendor issues such as they arise e.g. Systems, contentcreation and reconciliation or escalating to the relevant departments.
Follow up with relevant departments to ensure  smooth vendor operations e.g. Finance and Warehousing , content creation, customer support, Technology teams etc
Job Requirements
Excellent project management skills
Understanding of e-commerce on-boarding requirements
Comfort with complex database structures and queries.
Thrive in the face of ambiguity and constant change.
Must work well in the face of aggressive deadlines, while maintaining data integrity and accuracy.
Must be willing and able to accommodate flexible work schedule during critical business periods.
Must exhibit high degree of ownership and accountability.
Strong communication skills
Additional Details
Critical Success Criteria:
Excellent project management skills
Goal/performance oriented.
Customer oriented (vendors + customers)
Knowledge of the market, able to understand pain points andindicate/execute solutions
Able to create reports, plan and organize a complex structure as Vendorand Customer experience
Able to work under pressure.
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