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Sellers Operations Manager
hace 5 meses
Créé en France en 2013, ManoMano est le leader européen du bricolage, de la maison, et du jardin en ligne. Cofondé par Philippe de Chanville et Christian Raisson, ManoMano, en fédérant plus de 5 000 marchands, rassemble la plus grande offre de produits de bricolage & de jardinage en ligne, soit plus de 19 millions de références. ManoMano opère sur 6 marchés (France, Belgique, Espagne, Italie, Allemagne, Royaume-Uni).
Fiers de faire partie du Next 40 depuis 2019 (Top 40 des startups françaises), ManoMano a pour objectif de réinventer l'expérience du bricolage, du jardin et de la maison en offrant à nos clients une solution de guichet unique pour un accès facile aux conseils, produits et services innovants en ligne.
Rejoindre ManoMano c'est aussi et surtout une formidable expérience personnelle où les projets mondiaux et les valeurs fondamentales sont soutenus par les compétences individuelles. Notre camaraderie, notre efficacité et notre état d'esprit centré sur les employés (c’est essentiel chez nous ) ont conduit ManoMano à être reconnue pour les conditions de travail optimales que nous offrons.
As part of the Seller Support Team, and working directly for Lead Seller Support, you will play a key role in the long term improvement of the Seller Experience, working within an essential service to ensure the growth of ManoMano. You will demonstrate end to end ownership of every seller interaction coupled with proactive problem solving.
Responsibilities include: (i) supporting international Sellers during the technical onboarding, (ii)bringing them day to day technical and operational support, (iii)supporting their growth and long-term success in the marketplace and (iv) _participating in the improving processes and standards of the seller support team_. This role will allow you to acquire competencies in all stages of the marketplace’s seller lifecycle.
We are looking for someone in the Barcelona office
**Your missions will include**:
**Onboarding new sellers**:
- **Onboard our sellers**: Integrate their catalogs and configure their order management systems on the marketplace;
- **Guide our Manufacturers & Brands since the early stage of the onboarding process**:assess the technical integration with the manufacturer system (ERP, API, integrator), organize order testing, show efficient communication skills to find solutions with top management and technical experts on the seller side.
- **Deal with connectors and integration’s partners (Lengow, Scaledev, etc.)**: acquire knowledge on the solution proposed and coach the seller on it;
**Support & Account Management**
- **Operational management and support of our seller’s accounts**:Support them in the technical and operational set-up of their ManoMano account: carrier pricing grids, products categorization, stock management, order management, etc. by showing ownership, solution-oriented approach and driving the discovery of quick wins and workarounds to ensure seller satisfaction while working on the long-term root cause resolution. Maintain high performance metrics such as SLA, Time to Resolve and Productivity. Provide proactive spare extra training and content after support cases to prevent potential mistakes.
- Ensure the **adoption of new seller’s tech tools in a proactive mode** and contribute to their continuous improvement by providing feedback and **working closely with the tech teams** in case of incidents.
- **Help our sellers grow their business by improving our Customer Experience**:monitor and ensure operational excellence of our sellers. Ensure **proactive coaching** to drive long-term business growth by improving CX and delivery promises.
**Projets & Initiatives**
- Participate in transversal initiatives with several internal stakeholders (Customer Service, Commercial teams, Logistics, Tech.).
- Contribute to the creation and optimization of the team’s tools and processes (SOP, Demos,) and participate in building up our internal knowledge base;
**Profil recherché**
- Bilingual in Italian and Spanish;
- Bachelor degree (Bac +3) in business/engineering or any other field with strong interest on ecommerce. Previous experience in e-commerce or support services is a plus;
- English is a must, _(French or German) _is a plus.
- 100% seller-as-a-customer-oriented
- Proactive, autonomous and flexible (capable of working in an ever-changing environment);
- Curious with a strong desire to learn;
- Knowledge or strong willingness to learn and work with technical tools (API, HTML,PIM, integrators etc.). Data-driven mindset & SQL skills will be a strong plus.
- Team spirit and excellent relationship skills.
