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EMEA Operations Specialist

2 weeks ago

Bucharest, Bucureşti, Romania coverletter Full time

Location: Bucharest, Romania

Contract: 12 months

About the Role:

We are seeking a detail-oriented and proactive Operations Specialist to support the day-to-day activities of our client's EMEA two-sided partner marketplace. This position is critical to ensuring smooth store operations and delivering exceptional customer service as we scale to 10+ countries, with multiple partners per marketplace. The ideal candidate will have strong organizational and problem-solving skills, as well as the ability to collaborate effectively with internal teams, partners, and customers.

Tasks

Store Operational Tasks:

  • Order Monitoring: Monitor daily orders to ensure successful acceptance by marketplace partners, identifying and resolving any discrepancies or issues.
  • Issue Resolution: Troubleshoot and resolve operational challenges such as rejected orders, cancellations, order recovery, returns, and payment-related issues.
  • Incident Management: Act as the first point of contact for store production issues, ensuring timely escalation and collaboration with IT or relevant personnel to address system problems.
  • Mailbox Oversight: Manage the B2C support mailbox, responding to external inquiries (partners and customers) and internal team requests efficiently and professionally.

Partner Support:

  • Provide timely and effective support to partners in processing orders, RMAs, and requests for additional information, ensuring smooth fulfillment and order management.
  • Assist partners in resolving customer escalations, addressing concerns, and responding to various inquiries with a focus on service excellence.
  • Deliver performance reports to partners and manage recurring calls or meetings to review progress, identify opportunities, and strengthen collaboration.
  • Act as a liaison between onboarded partners and the operations management team, facilitating clear communication and alignment on processes and expectations.

Customer Support:

  • Customer Assistance: Respond to customer inquiries regarding product requests, order status, and general support needs.
  • Complaint Resolution: Handle customer complaints with empathy and professionalism, ensuring satisfactory outcomes and escalating unresolved issues to management when necessary.
  • Customer Relationship Building: Foster positive relationships with customers to enhance satisfaction and loyalty.

Marketplace Operations Support:

  • Lead Qualification: Perform initial qualification of low-value leads to determine viability and potential for follow-up.
  • Purchase Requests: Manage Purchase Request Motion workflows, ensuring timely and accurate execution.
  • Queue Management: Regularly review the order queue to identify and resolve stuck orders, ensuring smooth transaction flow.
  • Data Analysis: Conduct analysis on rejected orders to identify trends, root causes, and areas for improvement.
  • System Collaboration: Work closely with IT teams to address system-related issues affecting store performance.
  • Billing and Reporting: Oversee customer billing processes and generate reports on store KPI performance, trends, and insights for internal stakeholders.

Reporting and Communication:

  • Collaborate with team members, partners, and management to ensure alignment on operational priorities.
  • Provide detailed reporting and analytics to support monthly performance reviews led by EMEA leadership.
  • Highlight operational challenges and propose process improvements to ensure scalability as the marketplace expands across multiple countries.

Maintain Store Content

  • Periodically check links across select country stores to ensure that links to partner sites are active an functional. Visually verify the quality of the HPE content on linked partner eCommerce sites. Communicate issues found to parties within store operations and marketing that have the ability to remediate the issues.
  • Periodically inspect visual content across country stores to ensure that promotion badges on products are displaying accurately. Submit support tickets to marketing operations to address any issues found with promotional badges.
  • Periodically audit promotional and product category pages on our eCommerce stores to ensure they contain the correct and complete product selection.
Requirements
  • 3+ years of experience in operations, customer support, or marketplace management (experience in e-commerce or multi-partner environments is a plus).
  • Strong analytical and problem-solving skills with a keen attention to detail.
  • Excellent verbal and written communication skills in English (additional languages relevant to EMEA are a plus).
  • Proficiency in using back-office tools, partner-facing portals, and CRM or ticketing systems.
  • Ability to work independently in a fast-paced, dynamic environment.
  • Familiarity with marketplace operations and partner ecosystems is highly desirable.
  • Language skills in EMEA markets a plus
Benefits
  • Health subscription (Regina Maria IMM Ultra)
  • 24 annual vacation days
  • Meal vouchers
  • Worldclass preferential subscription
  • Salarium account for instant access to salary
  • Bookster subscription
  • Remote work compensation