阿里巴巴Lazada eLogistics-Supervisor, Seller Migration and Hypercare-Seller Management

1. Execute and oversee the entire "Move-in/ Move-out" process, ensuring sellers are matched with the most efficient logistics provider based on business rules and available capacity. 2. Manage system configuration and controls to align backend logistics settings with operational strategies, guaranteeing that system logic accurately represents the physical network capabilities. 3. Lead the technical transition of sellers from third-party logistics (3PL) to the in-house LEX network, coordinating and communicating logistics changes, network updates, and migration timelines to stakeholders, including Route Design, 3PL, and FM operations. 4. Serve as the main point of contact for commercial/KAM and 3PL partners concerning logistics network adjustments and seller requests, supervising a team of coordinators/associates to ensure accurate daily migration tasks and system updates. 5. Monitor the success of migrations and provide daily/weekly reports on seller distribution within the network to operations, leveraging data-driven insights to propose process improvements

Duties and Responsibilities • Create an inspiring team environment with an open communication culture. • Delegate tasks. • Oversee day-to-day operation. • Monitor team performance and report on metrics. • Discover training needs and provide coaching. • Listen to team members’ feedback and resolve any issues or conflicts. • Recognize high performance and reward accomplishments. • Be able to act proactively to ensure smooth team operations and effective collaboration. • Maintain good conditions of facility and utility. • Overall operation report for Daily, Weekky, Monthly and Yearly • Other task as assigned. Key Decisions • Initiate project improvement to enhance the process and team. • Manage mistake/error internal and external. • Discover training needs and provide coaching. • Internal allocate/sharing resource. • Escalate issues to tech team or who relevant (if any). • Complain from seller and customer must feedback within 24 hrs. Key performance indicators • Pick/Consolidate/sorting/Pack/Handover Productivity • Achieve target service level agreement(SLA) • Low complain from seller and customer. • Maintain backlog must not over 6 hours. • Employee turnover rate. • Manage WH cancellation rate must lower than the target. Dimensions • Manage and oversee 50 staffs per shift. • Manage Outbound volume 15,000 items per day (up to 50,000 items per shift / 200,000 items per day during Mega Campaign) • Manage internal and external cases (such as wrong pick , excess pick, Seller complain , Customer Complain) • Ensure great customer service at all levels.

Overview: AMAZON The Amazon brand has become synonymous with a superior level of convenience, selection, low prices, and customer service. The Amazon brand has been ranked by Business Week magazine (Top 100 Global Brands Scoreboard 2008) as the 58th most valuable brand worldwide. It is up to all of us to properly use the Amazon brand and ensure that other parties also use it properly. Proper brand use helps us to maintain the value and goodwill that we've worked so hard to build and continue to build with every customer experience. Amazon Mission is to be Earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online. Amazon Merchant service, as one of 3 pillar business in Amazon, provides enterprises the opportunity to sell their goods on the Amazon platforms globally, millions of sellers use this Marketplace and thereby contribute to the success of Amazon. Seller Support is the organization within Amazon Merchant business unit that provides world-class support to over 2 million Amazon Sellers in 10 different countries. Sellers are our customers and we help eliminate problems associated with selling their products on Amazon. Seller Support (SeSu) acts as the primary interface between Amazon and its business partners. SeSu will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, and develop internal procedures and features to improve external and internal customer experience consistently. Responsibilities: · Provide pro-active and reactive support by managing a catalog of sellers in constant growth. Support is provided by connecting to sellers through Paragon. · Work with other departments such as PQ team, TRMS team, or Account Management team to resolve Seller’s issues and questions, to provide prompt and efficient service to Paid Sellers. · Work with Sellers to drive improvement defects that may impact their account health or good standing of the account. · Develop relationships network with each seller account and manage outreach campaigns, such as Account Issue, Inactive Listings, Marketplace Abuse etc. · Drive root cause analysis by recognizing Sellers contacts patterns, performance trends and through direct contact with Sellers leadership and their operations teams. · Serve as the escalation point for Sellers, managing their highly sensitive situations with integrity and discretion. · Create an open environment where Sellers can freely communicate their needs or concerns. · Capture success stories and surface innovative ideas to drive improvement for all Sellers. A key contributor in building a positive team environment, proactively aid team members and consistently at the top quartile for quality, productivity.

Overview: AMAZON The Amazon brand has become synonymous with a superior level of convenience, selection, low prices, and customer service. The Amazon brand has been ranked by Business Week magazine (Top 100 Global Brands Scoreboard 2008) as the 58th most valuable brand worldwide. It is up to all of us to properly use the Amazon brand and ensure that other parties also use it properly. Proper brand use helps us to maintain the value and goodwill that we've worked so hard to build and continue to build with every customer experience. Amazon Mission is to be Earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online. Amazon Merchant service, as one of 3 pillar business in Amazon, provides enterprises the opportunity to sell their goods on the Amazon platforms globally, millions of sellers use this Marketplace and thereby contribute to the success of Amazon. Seller Support is the organization within Amazon Merchant business unit that provides world-class support to over 2 million Amazon Sellers in 10 different countries. Sellers are our customers and we help eliminate problems associated with selling their products on Amazon. Seller Support (SeSu) acts as the primary interface between Amazon and its business partners. SeSu will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, and develop internal procedures and features to improve external and internal customer experience consistently. Responsibilities: · Provide pro-active and reactive support by managing a catalog of sellers in constant growth. Support is provided by connecting to sellers through Paragon. · Work with other departments such as PQ team, TRMS team, or Account Management team to resolve Seller’s issues and questions, to provide prompt and efficient service to Paid Sellers. · Work with Sellers to drive improvement defects that may impact their account health or good standing of the account. · Develop relationships network with each seller account and manage outreach campaigns, such as Account Issue, Inactive Listings, Marketplace Abuse etc. · Drive root cause analysis by recognizing Sellers contacts patterns, performance trends and through direct contact with Sellers leadership and their operations teams. · Serve as the escalation point for Sellers, managing their highly sensitive situations with integrity and discretion. · Create an open environment where Sellers can freely communicate their needs or concerns. · Capture success stories and surface innovative ideas to drive improvement for all Sellers. A key contributor in building a positive team environment, proactively aid team members and consistently at the top quartile for quality, productivity.