UNDP Shop (Customer Care and Fulfillment) Associate

Job title:

UNDP Shop (Customer Care and Fulfillment) Associate

Company

United Nations Development Programme

Job description

Under the supervision of the Brand and Marketing Specialist of the Brand and Marketing Team, and working closely with the E-commerce Operations Lead, the UNDP Shop (Customer Care and Fulfillment) Associate will:

• Lead on customer care and customer management, ensuring quality of service delivery
• Lead on the fulfillment of all orders received through the online platform including preparing shipment packages
• Lead and advise the management on improvements to the order fulfillment process
• Respond to user queries and manage customer relationships
• Process returns, refunds and exchanges including ensuring timely follow up with customers
• Support procurement and vendors management, and B2B order management.
• Manage stock/inventory and maintain stock room, assist in conducting the annual physical inventory verification exercise, ensuring accuracy of records and location of property and subsequent managers’ sign off
• Ensure full compliance and adherence to UN/UNDP’s rules, regulations, policies and strategies
• Support the E-commerce Operations Lead with projects;
• Collaborate with the creative and marketing teams if/as needed;
• Support knowledge building and sharing in the office, contributing and collaborating with other colleagues as needed;
• Perform any other duties within the functional profile as deemed necessary for the efficient functioning of the Office and the Organization

Note that due to the nature of the job, this position requires full-time office presence. (Work schedule to be determined with supervisor). This position is for six (6) months with possibility of extension.Institutional ArrangementThe UNDP Shop Customer Care and Fulfillment Associate will report to the Brand and Marketing Specialist under the supervision of the Team Leader of the Brand and Marketing Team and work closely with the UNDP Shop E-Commerce Operations Lead. Travel to/from UNDP HQ in New York is the responsibility of the consultant.Competencies * COREAchieve ResultsLevel 1: Plans and monitors own work, pays attention to details, delivers quality work by deadlineThink Innovatively:LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvementsLearn ContinuouslyLEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedbackAdapt with Agility:LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexibleAct with Determination:LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confidentEngage and Partner:LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationshipsEnable Diversity and Inclusion:LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discriminationCross-Functional & Technical competencies Thematic Area Name Definition
Business Management Customer Satisfaction/Client Management Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs. Provide inputs to the development of customer service strategy. Look for aways to add value beyond clients’ immediate requests. Ability to anticipate client’s upcoming needs and concerns.
Business Management Communication Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience Ability to manage communications internally and externally, through media, social media and other appropriate channels
Administration and Operations Inventory ManagementEach office to ensure sufficient inventory items are available for use as well as reporting for items which are beyond the corporate threshold of $5K and aboveRequired Skills and ExperienceEducation:

• Secondary education is required, or
• University Degree in Communications, Operations, Marketing, Liberal Arts, Logistics, Political Studies, Business Administration, or equivalent field will be given due consideration, but it is not a requirement.

Experience:

• A minimum of 7 years (with high school diploma) or 4 years (with bachelor’s degree) of progressively responsible in shipping, customer service, logistics or stock management is required

Required skills and competencies:

• Experience in the use of computers, office software packages (MS Word, Excel, etc.) and web-based management systems, and advanced knowledge of spreadsheet and database packages
• Ability to move/lift heavy boxes (maximum x 50 lbs)

Desired additional competencies:

• Familiarity with using E-commerce platforms, i.e., Shopify
• Demonstrated ability to make decisions that align with strategy, vision, and mission of the UNDP Shop
• Experience in researching for new, innovative products
• Demonstrated experience in clearly communicating the value of a productor service
• Previous experience working with the UN considered a plus
• Experience with e-commerce, operations, and/or marketing is considered an asset

Required languages at the working level:

• Fluency in written and spoken English.
• Working knowledge of another UN language is considered a plus.

Travel:Travel is not envisaged for this NPSA contractThe following documents shall be required from the applicants

• Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references
• A cover letter (maximum length: 1 page) indicating why the candidate considers him/herself to be suitable for the position.

DisclaimerUnder US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Expected salary

Location

New York

Job date

Thu, 16 May 2024 01:29:12 GMT

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