Vendor Operations Agent

Grow More IT Solutions is looking for a proactive Vendor Operations Agent to manage and resolve live operational issues with vendors in real-time. This role is critical in ensuring smooth operations, minimizing order delays, and maintaining high levels of customer satisfaction. The ideal candidate will have strong problem-solving skills and the ability to act swiftly in high-pressure situations.

Key Responsibilities:

Monitoring New Orders:
- Tracking: Ensure all new orders are logged, tracked, and assigned promptly.
- Action Steps:
  - Monitor the store's response time in accepting new orders.
  - Communicate with Customer Service (CS) for any cancellations and assist with compensation processes, ensuring a 2KD customer compensation policy is implemented where necessary to mitigate dissatisfaction.
Handling High Preparation Times (Orders with Prep Time > 15 minutes):
- Scenario: Orders exceeding 15 minutes in preparation time.
- Tracking: Analyze delays by the following reasons:
  - High order volume.
  - Staff shortages.
  - Large order amounts.
  - Device or system malfunctions.
- Action Steps: Work with the store to address the cause and expedite the process.
Managing Rider Wait Times (Rider Waiting > 10 Minutes):
- Scenario: Riders waiting at the store for more than 10 minutes after the order is marked “ready.”
- Action Steps:
  - Investigate delays by liaising with the vendor and the rider.
  - Identify any miscommunication or operational issues.
  - Take corrective action to prevent further delays.
Store Closure Issues:
- Monitoring: Categorize store closures by reason:
  - Regular Scheduled Closures (store timing).
  - Unexpected Closures (staff shortages, technical issues, inventory shortages).
  - Long-Term Closures (renovations, permanent shutdown).
- Action Steps:
  - Ensure stores update their operational status promptly to reflect closures.
  - Escalate and resolve unexpected closures that haven't been communicated to customers or operational teams.

Skills & Qualifications:

Proven experience in vendor operations or a similar role.
Strong real-time issue resolution and decision-making abilities.
Ability to multitask and work efficiently under pressure.
Excellent communication skills to effectively collaborate with vendors, customers, and internal teams.
Proficiency in using tracking systems and real-time monitoring tools.

Preferred: