By Snoonu is Snoonu's own marketplace store, with electronics at its core alongside home & lifestyle, fashion, baby care, sports, and more. As we scale, the post-sale experience - returns, warranty claims, repairs, and vendor coordination - is becoming just as important as the sale itself. We are looking for a Vendor Support Associate to own the post-sale journey end to end. You will be the connective tissue between the customer, our internal customer service team, vendors/merchants, and brand-authorized service centers - making sure every issue is resolved quickly, correctly, and with minimal friction for the customer.
What You’ll Get Your Hands On
Post-Sale Customer Support
- Own resolution of post-sale cases: returns, exchanges, refunds, warranty claims, DOA (dead-on-arrival) units, missing accessories, and repair requests.
- Ensure every case is tracked from first contact to final resolution within defined SLAs.
- Handle escalations from the customer service team that require vendor or service-center involvement.
Stakeholder Coordination
- Act as the single point of contact between merchants/vendors, the internal customer service team, brand/vendor service centers, and the end customer.
- Coordinate warranty repairs and replacements with authorized service centers (pickup, repair status, turnaround time, return to customer).
- Manage the RTV (return-to-vendor) process, including documentation, approvals, and follow-up on vendor credits or replacements.
- Keep customers proactively informed on the status of their case at every stage.
Commercial Team Liaison
- Work closely with the commercial/buying team on vendor performance issues surfaced through post-sale cases (high return rates, recurring defects, slow service-center response).
- Feed post-sale insights into vendor reviews and negotiations (e.g., warranty terms, return policies, service-level commitments).
- Flag SKUs or vendors with abnormal defect/return patterns for commercial action (delisting, renegotiation, quality checks).
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