Small Medium Enterprise Seller Support - SPX Express, Customer Excellence

Responsibilities

• Act as the lead point of contact for any matter related to SPX Express.
• Improve overall Seller Support and service quality through understanding seller needs and channel these for internal improvement opportunities with respective stakeholders.
• Provides prompt and efficient service to Sellers including the appropriate escalation of Sellers’ issues.
• Assist with high-severity requests or issue escalations as needed.
• Able to coordinate with cross-functional teams to identify issues and follow up on solutions.
• Monitor and analyze seller's performance to identify operational issues, gaps to meet the KPIs & root cause for non-compliances on SLAs
• Support in setting up to manage seller’s operation with positive impact to entire end to end on-time pick up and delivery
• Driven to achieve team goals and transparently sharing ideas to help the team improve performance.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Liaise with other departments such as Customer Service, Operations, or Payments teams as required to resolve Seller’s issues and questions.
• Possess the capacity to comprehend data, enabling the formulation of actionable solutions for Sellers.
• Perform other duties as assigned by the line manager.

Requirements

• Preferred background in business administration/ supply chains/ e-commerce.
• Have at least 2 year of experience in e-commerce logistics.
• Have a good sense of process understanding and workflow optimization.
• Good at communication, negotiation, and problem-solving.
• Work independently and proactively take on new responsibilities where most needed.
• Good data analysis skills and Google Sheets is a big plus.
• Desire to learn and desire to understand how the world works.