Vendor Support Associate

About the Role

Snoonu is expanding its marketplace, focusing heavily on electronics and extending into home, lifestyle, fashion, baby care, and sports categories. We seek a Vendor Support Associate to manage the post-sale process comprehensively. This role bridges customers, internal support teams, vendors, and authorized service centers ensuring efficient and frictionless dispute resolution relating to returns, warranty claims, repairs, and vendor coordination.

Key Responsibilities

• Manage end-to-end resolution for post-sale issues such as returns, refunds, exchanges, warranty claims, dead-on-arrival products, missing components, and repair requests.
• Track cases diligently from initiation to closure adhering to established service level agreements (SLAs).
• Address escalations requiring collaboration with vendors or service centers.
• Serve as the primary contact point connecting merchants, customer service, vendors, brand-authorized service centers, and customers.
• Coordinate warranty repair activities including scheduling pickups, monitoring repair progress, managing turnaround times, and ensuring product return.
• Oversee the return-to-vendor (RTV) process, including managing necessary documentation, obtaining approvals, and tracking vendor credits or replacements.
• Communicate proactively with customers to keep them updated throughout their case lifecycle.
• Collaborate with the commercial/buying team on vendor performance concerns noted from post-sale cases such as frequent returns, recurring defects, and delayed service responses.
• Use post-sale data to inform vendor reviews, contract negotiations, warranty and returns policies, and service commitments.
• Identify and escalate problematic SKUs or vendors exhibiting abnormal return or defect trends for commercial decisions.
• Document and continually refine post-sale support workflows, including returns, warranties, refunds, and escalations.
• Establish and maintain escalation protocols and SLA frameworks among all stakeholders.
• Develop and keep updated an internal knowledge repository covering vendor policies, warranty information, service center details, and standard operating procedures per brand or category.
• Spot opportunities for automating case ticketing, status notifications, and vendor communications.
• Own reporting functions, generating metrics on return rates by category/vendor/SKU, resolution times, SLA adherence, warranty claims, refund amounts, and repeat issues.
• Maintain live dashboards displaying post-sale performance data accessible to commercial and customer service leadership.
• Compile weekly and monthly analytical summaries including root cause assessments and recommended corrective actions.

Candidate Profile

• Up to one year experience in customer support, after-sales service, or vendor/partner management preferably within e-commerce, electronics retail, or quick commerce sectors.
• Strong familiarity with returns, warranty, and repair processes, particularly in electronics.
• Excellent verbal and written communication skills with capability to manage multiple external and internal stakeholders efficiently.
• Proficient in spreadsheet software (Excel or Google Sheets); experience preparing reports and dashboards; familiarity with CRM or ticketing systems advantageous.
• Highly organized and detail-focused, adept at managing multiple ongoing cases simultaneously without oversight.
• Customer-centric approach with business acumen balancing customer satisfaction and cost considerations.
• Fluency in English required; Arabic language skills preferred.
• Residency in Qatar or willingness to relocate.

Preferred Qualifications

• Experience working with authorized brand service centers such as Apple, Samsung, or HP in the GCC region.
• Understanding of marketplace operations including merchant/vendor models, return-to-vendor processes, and vendor debit/credit notes.
• Experience in process documentation and SOP development.
• Basic data analysis skills including pivot tables, lookup functions, and familiarity with dashboard platforms like Looker Studio or Power BI.

Company Culture & Benefits

Snoonu is a Qatar-based super-app innovating in delivery and e-commerce with a global team. Our core values emphasize customer obsession, integrity, creativity, ownership, efficiency, teamwork, and proactive problem solving. We offer a dynamic work environment with global collaboration, learning resources, autonomy, flexible leave policies, and agile practices. We are recognized as a Great Place to Work® and hold ISO certifications ensuring quality and workplace safety. Sustainability, inclusion, and community contribution are vital to our mission.

Additional Information

This is a full-time onsite position located in Lusail, Qatar. Candidates are encouraged to join a workplace that values diversity and inclusivity, aiming to empower employees to deliver outstanding service and foster innovation.