Vendor Support Associate

Company Overview

Snoonu represents Qatar's innovative Super App, delivering rapid, integrated shopping and delivery experiences through cutting-edge technology and a global team dedicated to making life simpler.

Role Overview

As a Vendor Support Associate at Snoonu's marketplace store, you will manage the end-to-end post-sale customer journey, focusing on returns, warranty claims, repairs, and vendor coordination to ensure smooth resolution of issues.

Key Responsibilities

• Take ownership of post-sale case resolutions including returns, exchanges, refunds, warranty claims, dead-on-arrival items, missing accessories, and repair requests.
• Maintain case tracking from initial contact through to resolution within established service level agreements (SLAs).
• Address escalations needing vendor or service center intervention.
• Serve as the main liaison between merchants/vendors, internal customer service teams, service centers, and customers.
• Coordinate warranty repairs and replacements with authorized service centers, managing pickups, repair status updates, turnaround times, and delivery back to customers.
• Oversee the return-to-vendor (RTV) processes, including documentation, approvals, and monitoring vendor credits or replacements.
• Proactively update customers on case status at all stages.
• Collaborate with the commercial team on vendor performance based on post-sale insights such as high return rates or service delays.
• Inform vendor reviews and negotiations with data from warranty terms and return policies.
• Identify problematic SKUs or vendors for action including delisting or renegotiation.
• Document and continuously enhance post-sale support processes including returns, warranties, refunds, and escalations.
• Develop and maintain the escalation framework and SLA guidelines across involved parties.
• Establish an internal knowledge base with vendor policies, warranty information, and standard procedures for each brand and category.
• Spot opportunities for automation in ticketing, communication, and status updates.
• Manage reporting on return rates, resolution times, SLA adherence, warranty claims, refunds, and issue recurrence.
• Create and maintain live dashboards to provide visibility of post-sale performance to commercial and customer service leadership.
• Generate regular analytical reports featuring root-cause assessments and recommendations.

Candidate Profile

• Up to one year of experience in customer support, after-sales service, or vendor/partner management, preferably within e-commerce, electronics retail, or quick commerce.
• Well-versed in returns, warranty, and repair processes, particularly related to electronics.
• Exceptional communication skills, both written and spoken, capable of juggling multiple stakeholder relationships.
• Strong proficiency in spreadsheet tools such as Excel or Google Sheets and experience creating reports and dashboards; familiarity with CRM or ticketing systems is advantageous.
• Highly organized and detail-oriented, able to manage multiple active cases efficiently without oversight.
• A customer-first approach balanced with commercial acumen to optimize costs and experiences.
• Proficiency in English mandatory; Arabic language skills are a strong benefit.
• Must be based in Qatar or open to relocating.

Additional Qualifications (Preferred)

• Experience working with brand-authorized service centers like Apple, Samsung, or HP in the Gulf Cooperation Council (GCC) region.
• Knowledge of marketplace vendor models including return-to-vendor and vendor credits/debits.
• Experience creating process documentation and standard operating procedures.
• Basic data analysis skills including use of pivot tables, lookups, and dashboard tools such as Looker Studio or Power BI.

Company Culture & Benefits

Snoonu offers a vibrant global collaboration environment with learning allowances and course access for personal growth. Employees are empowered with autonomy, flexible leave policies, and operate within an agile framework. The company has earned Great Place to Work® certification as well as ISO 9001:2015 and ISO 45001:2018 certifications, emphasizing quality, safety, and inclusivity. Diversity and sustainability initiatives are core values, with a commitment to equal opportunity and community giving.

Invitation

Join Snoonu to be part of a team that values your impact and voice. Embark on a thrilling career adventure where innovation meets meaningful customer service.