Small Medium Enterprise Seller Support - SPX Express, Customer Excellence

2-4 years
3 days ago
Job Description

Job Description:

  • Act as the lead point of contact for any matter related to SPX Express.
  • Improve overall Seller Support and service quality through understanding seller needs and channel these for internal improvement opportunities with respective stakeholders.
  • Acquire opinions and needs of customers, then work closely with Operations, Technology, ... to improve service quality, and bring positive experiences and satisfaction to customers.
  • Build and maintain strong, long-lasting customer relationships.
  • Provides prompt and efficient service to Sellers including the appropriate escalation of Sellers issues.
  • Regularly forecast the volume from the key sellers.
  • Identify, capture seller demand, and grow opportunities to ensure growth volume/revenue of accounts & develop a trusted relationship with them.
  • Assist with high-severity requests or issue escalations as needed.
  • Able to coordinate with cross-functional teams to identify issues and follow up on solutions.
  • Monitor and analyze seller's performance to identify operational issues, gaps to meet the KPIs & root cause for non-compliances on SLAs
  • Support in setting up to manage seller's operation with positive impact to entire end to end on-time pick up and delivery
  • Collaborate with sellers to improve their logistics related performance and promote seller success stories
  • Key stakeholder in driving initiatives related to streamlining processes, implementation of new projects and change management to improve Seller and First Mile end-to-end operational performance from order fulfillment to on-time delivery to customers
  • Serve as escalation point of contact for Sellers and collaborate with others teams to troubleshoot operational issues, mitigate risks and bottlenecks related to on-time order picking up and delivery
  • Driven to achieve team goals and transparently sharing ideas to help the team improve performance.
  • Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
  • The Seller Support Associate acts as the primary interface between SPX Express and our 3rd party sellers, providing phone and/or email support governed by internal service level agreements. The Seller Support Associate will be responsible for providing timely and accurate operational support to 3rd party Sellers on the SPX Express platform
  • Liaise with other departments such as Customer Service, Operations, or Payments teams as required to resolve Seller's issues and questions.
  • Perform other duties as assigned by the line manager.


  • Preferred background in business administration/ supply chains/ e-commerce.
  • Have at least 2 year of experience in e-commerce logistics.
  • Have a good sense of process understanding and workflow optimization.
  • Good at communication, negotiation, and problem-solving.
  • Work independently and proactively take on new responsibilities where most needed.
  • Good data analysis skills and Google Sheets is a big plus.
  • Desire to learn and desire to understand how the world works.

Job Source:

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

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