Vendor Performance Senior Specialist

Company Overview

Fulfillment Performance and Vendor Operations

• Review fulfillment performance daily, weekly, and monthly across replacement rate, Item Not Found, Item Not Delivered, order failure rate, and seamless orders.
• Identify trends and recurring issues, prioritize opportunities by customer and business impact, and drive corrective actions to measurable improvement.
• Reduce Item Not Found and Item Not Delivered by improving accuracy and timeliness of vendor stock feeds and addressing gaps between ordered and delivered items and quantities.
• Identify recurring issues across products, stores, and chains and use operational and technical tools to implement immediate mitigations and sustainable solutions.
• Improve successful replacements by assessing the end-to-end replacement journey, including suggestion relevance, customer response windows, configurations, and vendor execution.
• Analyze order failure reasons across vendor, customer, and logistics ownership to identify root causes, trends, and recurring patterns.
• Increase seamless orders by investigating late, incomplete, incorrect, damaged, spilled, or unsatisfactory orders, including related refunds and compensation.
• Act as the operational point of contact for vendor fulfillment issues, assess impact, raise incident tickets, coordinate workarounds, and drive resolution with Product and Technology teams.
• Validate fixes and identify system or process improvements that prevent recurrence.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for daily work in a controlled and consistent manner.
• Contribute to identifying opportunities for continuous improvement of processes, practices, cost effectiveness, and productivity.
• Promote implementation and adherence to policies, procedures, processes, and instructions among other employees.

Daily Operations

• Follow daily operations relating to the job to ensure work continuity.
• Contribute to preparing timely and accurate reports that concern the line of work to meet requirements, objectives, and standards.
• Ensure satisfaction of internal and external stakeholders by addressing their needs courteously and in a timely manner.

Knowledge and Experience

• 2+ years of experience in an operational role.
• Strong vendor operational knowledge.
• Ability to document processes and guidelines.
• Ability to work with large data and highlight key insights.
• Ability to solve major issues efficiently, understand which issues require escalation, and propose documents or changes to mitigate.

Education and Certifications

• Bachelor's Degree in a relevant field is required.