eCommerce Fulfillment Specialist

Vodafone Telekomünikasyon A.Ş

Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world. Vodafone is strongly committed to invest in the Turkish Market, where the company has been operating with great success since 2006. 

• Bachelor’s degree from a reputable university is required.
• 2-3 years Previous Customer Service Experience is preferred.
• Previous e-Commerce Fulfillment experience is a plus.
• Ambitious to provide great customer service.
• Strong communication skills, written and interpersonal.
• Excellent time management skills, detail oriented, proactive and self-driven are required as soft-skill sets.
• Ability to work in an international and multicultural environment with global teams and business units, good communication and intercultural skills.

İŞ TANIMI

We are seeking a eCommerce Fulfillment Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting   Online Experience & E-Commerce Manager Vodafone Turkey.
His/Her main focus is to ensure order-processing (including returns), payment issues (including fraudulent orders) are resolved, which includes working with the fulfillment units as well as shipping vendors. 

• To minimize the number of penalties for failure which defined clearly in pre-determined SLAs.
• To maximize the service level quality which defined clearly in pre-determined SLAs
• To maximize the service delivery & profitability in the operations area which defined clearly in pre-determined SLAs.
Responsibilities in Details:
• Govern the fulfillment process of e-commerce platform of vodafone.com.tr and ensure orders are processed/fulfilled per service level agreements.
• Daily monitor the order placement, payment, invoicing, packaging, shipping, returns, charge-backs related issues and prepare reports.
• Hourly track potentially fraudulent orders and put them on the radar of the related teams. 
• Immediately provide support for call-center / support teams with a quick resolution in case of  customer issues. This includes, but is not limited to, researching customer/order issues with fulfillment center and other members of the eCommerce team.
• Identify and report technical issues to the necessary parties (Technology/Operations) for resolve.
• Work with E-Commerce Executive when there is a transition or an upgrade in the ordering system and assist the e-commerce team to run beta tests.
• Govern communication road-map of ordering updates/process changes and inform the Customer Service, and train related teams on new processes; and gives clarified responds to Customer Service concerns.
• Prepare the website FAQ content and make updates related to the fulfillment processes.
• Keep in touch with the global office and other OpCo’s to identify the  best practices regarding process, and technology improvements and make monthly direct and in-direct competitive research.
• Inform E-Commerce Executive regarding the competitive analysis and help him/her to prioritize and implement these opportunities which might be related to address validation, refinement of ordering process, etc.
• Prepare week-end financial reports and assist e-Commerce Manager with executive summaries.
Supportive Responsibilities:
• Partner with E-Commerce Web Analytics Senior Specialist to run real-time, cohort testing scenarios.
• Track expiry dates for SLAs.
• Partner with E-Commerce Executive to adapt the service level of the e-shop platform stated  in the e-commerce legislation and regulation.
• Partner with E-Commerce Executive to make the necessary developments and improvements  of the existing e-shop after each legal and regulatory change in the e-commerce law, distance selling regulations  in Turkey.
• Partner with E-Commerce Executive to make the necessary updates in the Terms & Conditions and Privacy Statements and distance selling aggrements and displays in the e-shop platform.
• Partner with E-Commerce Category Specialist and assist him/her with monitoring  “out-of-stock” orders, warehouse new order placements by aligning with the KPIs set for warehouse optimization.
• Partner with E-Commerce Category Specialist and assist him/her during  “pre-order” and  “destocking” campaigns.
• Assist Web Analytics Specialist, E-Commerce Executive to run User Acceptance Testing as needed.
• Inform E-Commerce Executive and E-Commerce Manager regarding the ordering & payment risks on the road.