Seller Support Management and Vendor Management - Executive

Key Responsibilities

Core Responsibilities:

• Act as a liaison between external partners and internal stakeholders to ensure issues are addressed promptly and effectively.
• Manage, monitor, and follow up on outstanding cases, tasks, or operational issues to ensure timely resolution.
• Escalate issues where necessary and propose alternative solutions to minimize delays and business impact.
• Identify recurring issues, process gaps, and opportunities for improvement to enhance efficiency, service quality, and operational consistency.
• Collaborate with cross-functional teams and maintain accurate operational records and reporting.

Functional Area 1: Seller Support Management

• Serve as the first point of contact for sellers, handling daily inquiries and providing accurate responses within agreed service levels.
• Guide sellers on operational processes, policies, and requirements.
• Coordinate with internal teams to resolve seller-related operational issues.
• Review seller feedback and support service recovery actions where required.

Functional Area 2: Vendor Management & Quality Operations

• Review defective items identified during inbound inspections or periodic quality checks and coordinate reporting with suppliers.
• Manage supplier follow-up, including credit note requests and issue resolution.
• Review shipment packing conditions to ensure compliance with ZALORA's packaging guidelines and manage related billing activities where applicable.
• Monitor quality and operational performance trends and recommend corrective actions to reduce recurring issues.

Key Requirements:

• Experience in seller support, vendor management, order fulfillment, or e-commerce operations is preferred.
• Strong communication and stakeholder management skills with the ability to explain processes clearly and professionally.
• Strong problem-solving skills with the ability to manage multiple priorities simultaneously.
• Detail-oriented, organized, and able to drive issues through to closure.
• Comfortable working with multiple internal and external stakeholders.
• Experience using ticketing systems, operational dashboards, or case management tools is an advantage.
• Strong sense of ownership, urgency, accountability, and continuous improvement mindset.
  
  

The ZALORA Story

ZALORA is Asia’s Online Fashion Destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia, the Philippines, Hong Kong. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA is the online shopping destination with endless fashion possibilities.

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.