Program Management Specialist (RG PM Inbound)

Company Introduction

We exist to wow our customers. We know were doing the right thing when we hear our customers say How did we ever live without Coupang Born out of an obsession to make shopping eating and living easier than ever we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce.

We are proud to have the best of both worlds a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurs surrounded by opportunities to drive new initiatives and innovations. At our core we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang you will see yourself your colleagues your team and the company grow every day.

Our mission to build the future of commerce is real. We push the boundaries of whats possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on high-tech and hyper-connected world.

Role Overview

职位名称供应链解决方案卖家服务流程与绩效专员

核心目标

负责设计优化并落地卖家服务CRM团队的内部流程与绩效管理体系同时管理并优化**外部供应商货代**在卖家服务侧的协作流程和表现以提升整体服务效率和卖家满意度

岗位职责

1. 团队流程设计与优化

• 流程梳理与设计 负责梳理和设计卖家售前售后服务的全套流程如问题升级路径解决方案咨询SOP反馈闭环机制等
• 效率提升 识别团队在处理卖家问题和提供咨询服务中的痛点输出流程优化方案并通过工具SOP和培训推动落地以提升服务效率和响应速度
• 跨部门协同流程 优化与产品运营AM客户经理等内部团队的协作流程确保卖家问题能得到高效流转和解决

1. 团队绩效管理体系搭建

• 绩效指标制定 协助负责人制定和维护CRM团队的关键绩效指标KPI包括但不限于问题解决时长TTS首次解决率FCR服务满意度CSAT等
• 数据监控与分析 负责日常绩效数据的采集整理和分析定期出具绩效报告识别团队表现差距并提供改进建议
• 激励与培训支持 基于绩效数据为团队的激励机制和专业能力培训提供数据支持

1. 供应商服务协作管理

• 流程优化 负责与外部供应商如货代沟通设计和优化涉及供应商环节的卖家服务流程例如运输异常信息的传递与处理流程
• 服务规范 制定并维护供应商在CRM侧的服务规范和SLAService Level Agreement确保供应商能够提供与公司标准一致的高质量服务
• 绩效评估 监控和管理供应商在卖家服务中的表现定期出具服务表现评估报告并推动供应商持续改进服务质量

任职要求

• 教育背景 本科及以上学历供应链管理工商管理服务管理或相关专业优先
• 工作经验 3年以上流程设计运营管理服务绩效管理或客户支持经验有电商/物流服务供应商管理经验者优先
• 专业技能 熟练掌握流程管理工具和方法论如流程图SOP编写具备优秀的数据分析能力熟练使用Excel/BI工具进行绩效分析
• 核心能力 优秀的跨部门和外部沟通协调能力逻辑思维清晰注重细节具备较强的推进落地和执行力
• 熟悉领域 对供应链物流或电商卖家服务流程有深入理解
• 语言要求必须有基础的英文读写能力能流利英文交流者优先

Recruitment Process and Others

Recruitment Process

• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview Offer
• The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
• Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.

Details to Consider

• This job posting may be closed prior to the stated end date for application if all openings are filled.
• Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.
• Those eligible for employment protection (recipients of veterans benefits the disabled etc.) may receive preferential treatment for employment in accordance with applicable laws.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: Experience:

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