The Seller Support team
ALWAYS THERE FOR OUR SELLERS
How the Seller Support team is structured
Our Seller Support team is the first point of contact for the sellers on our international online marketplaces, making them the first experience sellers have with Kaufland Global Marketplace.
Seller Support is divided into two large sub-areas, each of which has two sub-teams:
The Onboarding team: This team supports our sellers during the registration and onboarding process on Kaufland Global Marketplace. They also take care of our Fulfillment by Kaufland service.
The Compliance team: They work closely with our legal team and are in constant contact with our sellers regarding our compliance controls.
The Call Center Management: These colleagues are the first point of contact for our sellers after the registration process. We work with three service providers to offer 1st-level support, making it our Call Center Management team’s main task to ensure that our service KPIs are met and that the sellers continue to receive high-quality support.
The 2nd-level support team: Complex requests and technical problems are handled by the 2nd-level support team. These colleagues keep the team running smoothly: They know every process backwards and forwards and act as crucial feedback providers for the further development of our products.
The team’s tasks and goals
The goal of the Seller Support team is to provide our sellers with expert, fast support based on mutual respect, and work together to find solutions which comply with our marketplace guidelines. As they are the first point of contact, all of these areas’ primary objective is to provide our sellers with excellent support. This means meeting clearly defined service KPIs. Other factors such as collaborative partnership are also crucial in order to offer our mutual customers a successful shopping experience.
The general goals of the sub-teams are:
- efficient onboarding of our sellers
- short response times and good phone availability
- knowledgeable, fast and proactive communication
- creating fair solutions and processes in compliance with our marketplace regulation
What day-to-day business looks like for our Seller Support
Their work is a mix of operational tasks which crop up every day, such as reviewing new sellers, answering seller enquiries and interacting with other teams. We also keep an eye on the quality of our call center and hold team meetings as well as schedule appointments to communicate with other stakeholders about topics or projects we have in common. The best part is that it never gets boring, because e-commerce is developing so quickly. They also have to adapt to changes in order to provide our sellers the best possible support. That means you’re always learning something new and developing your own knowledge along the way.
In the Seller Support team, we are responsible for every request from our sellers. We support them throughout, from registering to optimising their offers and product data to using our fulfilment service. As we stay in close contact with other teams, we always look for quick and efficient solutions and offer excellent service. If you want to be a spokesperson for our sellers and offer them a first-class experience with Kaufland Global Marketplace, you’ve come to the right place.
How the colleagues from Seller Support keep in touch
They have a daily meeting every morning to get the day started. This is their chance to go through their KPIs and let each other know about important topics. There are also one-on-one meetings and weeklies on specific areas of their jobs. For everyday business, they keep in touch via chat, where they post questions, ask for support or bring up relevant information and important dates. They help each other immediately if someone needs support on short notice – a quick Teams call is always available.
To make sure they keep in touch on a personal level despite working remotely, they have optional “coffee o’clock” meetings three times a week. There, they have a chance to talk about private topics like what they did on the weekend.
You want to become part of our team? Apply today!