Branded Is Hiring!

Customer Quality Associate

About

The traditional way of building and distributing retail brands is being disrupted with the digital revolution and the rise of digital native brands catering to the lifestyle and aspirations of the digital native consumers.
At Branded, we want to shape this transformation and become a global operator of leading brands.
Branded is a technology-driven e-commerce company that acquires, operates, and scales brands with category-winning products on global marketplaces.
Built by a team with a proven track record in e-commerce (Lazada, Amazon, Walmart, Goldman Sachs, SoftBank...), we have the right experience to build and grow outstanding brands on Amazon and beyond.
Branded has raised 150M€ from global investors Target Global, Declaration Partners, Tiger Global, Kreos Capital, Lurra Capital, Regah Ventures, Kima Ventures and Vine Ventures. Our team includes e-commerce pioneers and senior executives from Lazada,Amazon, Alibaba, SoftBank, and Goldman Sachs.
Since inception in the second half of 2020, Branded has amassed a portfolio of 20 best-selling and profitable brands with over 700,000 reviews on Amazon’s marketplace collectively generating $150 million in gross revenue.

We’re growing and expanding rapidly. This is a fantastic opportunity to join a global high-growth start-up within his biggest seller’s team!

Job Description

About the role
As Customer Quality Associate, you will join our team following our continued growth and focus on quality, and fault tracking, we aspire to be the customers choice and to achieve this our reliance on quality is key!

The successful candidate will be responsible for continually improving the end customer experience for a dedicated portfolio of products: identifying, organising, analysing and solving product and manufacturing issues. While overseeing a large number of distinct product SKUs as part of this customer experience journey, you will use data analysis to ensure your work is continually aligned with the business priorities and profitability.

You will establish methods and cross-functional relationships to capture as much customer feedback as possible, ensuring that new issues are identified at the earliest possible time and product fault case files are created, and owned throughout the process of resolution. This clear ownership will be evidenced by improved customer quality metrics such as reviews, returns and other feedback.

What you will do

  • Collect, record and organise all information necessary to resolve product quality faults.
  • Monitor product customer reviews, complaints, returns and other related data to identify exceptions.
  • Monitor products for safety risks and escalate to leadership for corrective action.
  • Analyse customer communications to dig out potential root causes and solutions.
  • Coordinate returned customer samples to suppliers and testing labs for analysis.
  • Communicate product issues to suppliers and follow up until effective resolution is achieved.
  • Research and understand end customer product usage and needs.
  • Schedule on-site factory inspections and review results.
  • Guide and train Yellapro Customer Service on product usage, known issues and troubleshooting.
  • Advise cross-functional teams on strategy and process to prevent and mitigate product quality faults while launching new products to market.
  • Issue regular performance reports to leadership.

Preferred Experience

Who you are

  • An experienced Quality / Product / QC having gained a few years of experience from the CPG sector.
  • Exposure to QC reports, sample testing, Trials, shelf life, taking ownership of the products.
  • Knowledge of the technical standards & product quality expected by customers.
  • Excellent stakeholder management, and the ability to communicate effectively with suppliers to resolve discrepancies, advocate consumer feedback on product quality.
  • Drive, passion and dedication is key for success in this position.
  • Analytical - able to use data to extract relevant information and identify and resolve issues logically.
  • Great Excel skills and a love for numbers.
  • Decision maker, someone who can work autonomously.
  • Excellent verbal and written English.

Recruitment Process

If you are ready to join our fast-paced new company, apply below! I will personally review your application within the following week. If your profile and experience fit our requirements, I will invite you for a first phone call.

*We are an Equal Opportunity Employer. All qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin will be considered. No qualified applicants will be discriminated against on the basis of disability or protected veteran status. *

Additional Information

  • Contract Type: Full-Time
  • Location: Shanghai, China ()

Sounds like something made for you?