Program Management Specialist (RG PM - Inbound)

Company Introduction  

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce.  

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurs surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day. 

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world. 

Role Overview  

职位名称：供应链解决方案卖家服务流程与绩效专员

核心目标

负责设计、优化并落地卖家服务（CRM）团队的内部流程与绩效管理体系。同时，管理并优化**外部供应商（货代）**在卖家服务侧的协作流程和表现，以提升整体服务效率和卖家满意度。

岗位职责

1. 团队流程设计与优化

• 流程梳理与设计： 负责梳理和设计卖家售前、售后服务的全套流程（如问题升级路径、解决方案咨询SOP、反馈闭环机制等）。
• 效率提升： 识别团队在处理卖家问题和提供咨询服务中的痛点，输出流程优化方案，并通过工具、SOP和培训推动落地，以提升服务效率和响应速度。
• 跨部门协同流程： 优化与产品、运营、AM（客户经理）等内部团队的协作流程，确保卖家问题能得到高效流转和解决。

1. 团队绩效管理体系搭建

• 绩效指标制定： 协助负责人制定和维护CRM团队的关键绩效指标（KPI），包括但不限于：问题解决时长（TTS）、首次解决率（FCR）、服务满意度（CSAT）等。
• 数据监控与分析： 负责日常绩效数据的采集、整理和分析，定期出具绩效报告，识别团队表现差距并提供改进建议。
• 激励与培训支持： 基于绩效数据，为团队的激励机制和专业能力培训提供数据支持。

1. 供应商服务协作管理

• 流程优化： 负责与外部供应商（如货代）沟通，设计和优化涉及供应商环节的卖家服务流程（例如，运输异常信息的传递与处理流程）。
• 服务规范： 制定并维护供应商在CRM侧的服务规范和SLA（Service Level Agreement），确保供应商能够提供与公司标准一致的高质量服务。
• 绩效评估： 监控和管理供应商在卖家服务中的表现，定期出具服务表现评估报告，并推动供应商持续改进服务质量。

任职要求

• 教育背景： 本科及以上学历，供应链管理、工商管理、服务管理或相关专业优先。
• 工作经验： 3年以上流程设计、运营管理、服务绩效管理或客户支持经验，有电商/物流服务供应商管理经验者优先。
• 专业技能： 熟练掌握流程管理工具和方法论（如流程图、SOP编写），具备优秀的数据分析能力（熟练使用Excel/BI工具进行绩效分析）。
• 核心能力： 优秀的跨部门和外部沟通协调能力，逻辑思维清晰，注重细节，具备较强的推进落地和执行力。
• 熟悉领域： 对供应链、物流或电商卖家服务流程有深入理解。
• 语言要求：必须有基础的英文读写能力，能流利英文交流者优先。

Recruitment Process and Others  

Recruitment Process  

• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
• The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
• Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. 

Details to Consider 

• This job posting may be closed prior to the stated end date for application if all openings are filled.
• Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.
• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws. 

Privacy Notice​ 

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/