Job Description/Specification:
By Snoonu, the marketplace division of Snoonu, is seeking a detail-oriented and customer-focused Vendor Support Associate to manage the complete post-sale customer journey across its growing marketplace. This role focuses on ensuring seamless handling of returns, warranty claims, repairs, refunds, and vendor coordination while delivering an outstanding customer experience.
The ideal candidate has experience in after-sales support, customer service, vendor management, or e-commerce operations, particularly within the electronics or retail sector.
About This Role
As a Vendor Support Associate, you will act as the central point of coordination between customers, customer service teams, vendors, merchants, and authorized service centers. You will oversee every post-sale case from initiation to resolution, ensuring service level agreements (SLAs) are met while driving process improvements and operational excellence.
Key Responsibilities
Post-Sale Customer Support
- Manage post-sale customer cases, including returns, exchanges, refunds, warranty claims, DOA (Dead-on-Arrival) products, repair requests, and missing accessories.
- Track every customer case from initial request through final resolution.
- Ensure all cases are resolved within established Service Level Agreements (SLAs).
- Handle escalated customer service cases requiring vendor or service center intervention.
Vendor & Service Center Coordination
- Serve as the primary liaison between customers, internal customer service teams, vendors, merchants, and authorized service centers.
- Coordinate warranty repairs, replacements, product pickups, and returns.
- Monitor repair progress and ensure timely completion.
- Keep customers informed with proactive status updates throughout the resolution process.
Return-to-Vendor (RTV) Management
- Manage the complete Return-to-Vendor (RTV) process.
- Prepare documentation for returns, approvals, vendor credits, and replacements.
- Follow up with vendors to ensure timely processing of returns and claims.
- Maintain accurate records of all RTV transactions.
Commercial Team Support
- Work closely with Buying and Commercial teams to identify vendor performance issues.
- Report recurring product defects, high return rates, and warranty trends.
- Support vendor evaluations by providing post-sale performance insights.
- Recommend corrective actions for underperforming vendors or products.
Process Improvement
- Develop, document, and improve post-sale support workflows.
- Maintain Standard Operating Procedures (SOPs) for returns, warranties, and escalations.
- Build and maintain an internal knowledge base covering:
- Vendor return policies
- Warranty terms
- Service center contacts
- Category-specific procedures
- Identify automation opportunities to improve efficiency and reduce manual work.
Reporting & Analytics
- Prepare reports on:
- Return rates
- Warranty claims
- Resolution times
- SLA compliance
- Refund values
- Repeat issues
- Maintain dashboards tracking post-sale performance.
- Conduct root cause analysis and recommend operational improvements.
- Present weekly and monthly performance summaries to management.
Minimum Requirements
Experience
- Up to 1 year of experience in:
- Customer Support
- After-Sales Service
- Vendor Management
- E-commerce Operations
- Electronics Retail
- Quick Commerce
Location
- Based in Qatar or willing to relocate.
Preferred Qualifications
- Experience working with brand-authorized service centers (Apple, Samsung, HP, etc.).
- Knowledge of marketplace operations and Return-to-Vendor (RTV) processes.
- Experience documenting SOPs and operational procedures.
- Basic reporting and dashboard creation experience.
- Arabic language skills are an advantage.
Technical Skills
- Customer Support
- After-Sales Service
- Warranty Management
- Returns & Refund Processing
- Return-to-Vendor (RTV)
- Vendor Management
- Merchant Support
- Service Center Coordination
- Case Management
- CRM & Ticketing Systems
- SLA Management
- Microsoft Excel
- Google Sheets
- Pivot Tables
- VLOOKUP/XLOOKUP
- Dashboard Reporting
- Power BI (Preferred)
- Looker Studio (Preferred)
- Data Analysis
- Process Documentation
- SOP Development
- Root Cause Analysis
- Inventory & Product Support
Soft Skills
- Customer Focus
- Communication Skills
- Stakeholder Management
- Attention to Detail
- Organization Skills
- Time Management
- Problem Solving
- Multitasking
- Team Collaboration
- Ownership Mindset
- Adaptability
- Commercial Awareness
- Conflict Resolution
- Analytical Thinking
- Continuous Improvement
Why Join Snoonu?
Snoonu is Qatar's leading Super App, transforming everyday life through technology, e-commerce, mobility, and on-demand services. As a Great Place to Work® Certified company with ISO 9001:2015 and ISO 45001:2018 certifications, Snoonu offers a dynamic workplace, continuous learning opportunities, flexible work culture, and the chance to help shape one of the region's fastest-growing digital platforms.