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Tech Support Specialist - zDirect (Marketplace)

Employer
Zalando
Location
Berlin
Closing date
24 Nov 2021

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Function
Operations
Level
Manager
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Job Details

As a Technical Support Specialist (or Product Operations Manager as we call the role internally) in our Merchant Operations business unit, you will support our Product Operations team. This role is addressed to someone who held a similar position successfully in similar commercial environments.

You will be the main point of contact for both our internal Merchant Operations teams (such as Integration, Account Management, etc) and more importantly, you will be supporting our brand partners (merchants), specifically their engineering teams, with product knowledge, process improvement and hands-on troubleshooting of some technical issues.

You will handle the communication with multiple parties (tech and commercial) with the goal of taking tech developments to the next level.

To find out a bit more about our business unit overall, please visit our external page here.

WHERE YOUR EXPERTISE IS NEEDED
  • Provide tech knowledge support with focus on various API integrations, data flows and tech processes
  • Investigate and conduct troubleshooting in the scope of brand integrations, article onboarding and order flows by using multiple systems, logs and SQL queries.
  • Provide actionable, data-driven insights to Technical Writers and Product teams. Closely collaborate with them to ensure operational issues are factored into external documentation and product development plans.
  • Build trust and handle communication with product users by providing guidance, prioritising support requests and firmly setting expectations while maintaining a close and positive relationship.
  • Increase internal team efficiency by developing internal documentation.

WHAT WE’RE LOOKING FOR
  • Technical affinity, basic knowledge of Python (not a must but we do make use of it for both analysis and automation tooling), REST API & JSON and hands-on, strong experience in writing SQL queries.
  • Analytical skills (eg. which data do we need to gather and further analyse to provide which insights?)
  • Project coordination and prioritisation skills. Ability to act with efficiency and confidence when exposed to senior stakeholders or time pressure.
  • Experience in improvement of systems and processes (knowledge of any project management or process improvements methodologies - eg. SixSigma, Kaizen, lean, Agile is a great plus).
  • Proven track record of experience in a similar role (in a commercial setting). Exposure to e-commerce and / or marketplace would be a great advantage but not a must.
  • Proactive, positive attitude and a collaborative approach to problem solving
  • Excellent communication skills in English both verbal and written (German is a plus as you will be working closely with Zalando’s biggest brand partners but please do not let this hold you back, we offer free German classes).

WHAT WE OFFER
  • Culture of trust, empowerment and constructive feedback, open source commitment, meetups, game nights, 70+ internal and fun guilds, knowledge sharing through talks, internal tech academy and blogs, product demos, parties and events
  • Competitive salary, employee share shop, training platform and training budget, free language courses (English / German), pension scheme, 40% Zalando shopping discount on most products from our catalogue, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, diverse online accessible sports and health offerings (such as an extensive Employee Assistance Program for you and your family members)
  • Extensive onboarding, mentoring and personal development opportunities and access to an international team of experts and a very diverse group of colleagues. We are proud of our diversity and it shows in our recently published report.
  • Sponsorship for VISAs, Relocation assistance for internationals, PME family service and parent & child rooms* (*available only in selected locations)

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, and business need.

Please note that all applications must be completed using the online form - we do not accept applications via e-mail.

Company

Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to 35 million active customers in 17 markets, offering clothing, footwear, accessories and beauty from over 3,000 international brands.

Our platform is a one-stop fashion destination for inspiration, innovation and interaction. As Europe’s most fashionable tech company, we work hard to find digital solutions for every aspect of the fashion journey: for our customers, partners and every valuable player in the Zalando story.

Our goal is to become the starting point for fashion. We focus on the fashion industry and therefore operate in a variety of business areas.

  • Fashion Store​
    Zalando online shops are tailored to local customers’ needs in 17 different European markets. The range extends from renowned global brands and fast fashion to local brands and is supplemented by our private labels.
     
  • Offprice
    The Offprice business of Zalando serves the sale of previous season’s assortments. As part of a shopping club, the Zalando Lounge offers registered members exclusive sales campaigns at discounted prices.
     
  • Zalando's Private Labels
    Zalando’s private label assortment includes shoes, clothing and accessories for women, men and children. With a total of six private labels, Zalando creates its own products, covering the entire value chain from design to sales.
     
  • Zalon
    Zalon is our style advice service, via which customers can consult and get inspiration from selected stylists regarding individualized purchases.
     
  • Zalando Marketing Services
    The entirety of Zalando’s expertise and scope is bundled in Zalando Marketing Services, which now offers personalized marketing solutions for our brand partners.
     
  • Zalando Fulfilment Solutions
    Zalando makes its own logistics capabilities available to external partners, so they do not have to be concerned with infrastructure issues but can concentrate fully on their core competence in the fashion business.
     
  • Zalando Partner Services
    Zalando helps other players in the industry to be successful in the digital world. For example, by connecting warehouse stocks with multiple retailers, by digitizing processes involved in fashion wholesale and by integrating offline businesses into our Zalando platform.


With a strong workforce of around 14,000 employees of over 130 different nationalities, Zalando unites diverse people, capabilities and concepts. Consolidating our effort and ideas scales our impact as an innovator in Fashion, Technology, Digital Marketing and Logistics Operations.

Company info
Website
Telephone
+49 (0)30 2759 4693
Location
Zalando SE
Valeska-Gert-Straße 5
 Berlin
Germany
10243
Germany
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