UNDP Shop (Customer Care and Fulfillment) Associate

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Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

The Bureau of External Relations and Advocacy (BERA) is responsible for positioning UNDP as the world’s leading global development network, promoting its global authority and thought leadership on sustainable development and the interconnected issues of poverty, inequality, and climate change. BERA leads and supports UNDP in building and nurturing strategic relationships and alliances essential to achieving its mission.

Creating strong political and financial backing for UNDP by providing partners and supporters with a clear understanding of what UNDP does and how our mission, capabilities and flagship services relate to them. The Bureau leads UNDP’s work on innovative and diversified partnerships and ways of financing the Decade of Action to achieve the Sustainable Development Goals. It is also responsible for global campaigns on critical development issues, which aim to inform government policies and build partnerships around high-impact solutions. BERA coordinates and sets corporate standards across the functions of partnerships, marketing and communications within UNDP and leads on internal communications.

BERA is positioned around three service lines; Public Partnership; Advocacy, Marketing and Communications (AMCG); and Private and Finance Partners, all working in close collaboration and coordination under the guidance of the Directorate and with the support of the Management Support Unit and Strategic Analysis and Engagement team.

BERA has a robust network of Representation Offices (Brussels, Copenhagen, Geneva, Tokyo and Washington D.C.) and Regional Teams in five hubs (Africa, Arab States, Asia Pacific, Europe and CIS, and Latin American and the Caribbean) co-led with Regional Bureaux, all of which play a critical role in audience centric communications and management and strengthening of relationships with Public and Private Partners to help build a strong brand for UNDP within the local ecosystem.

Within BERA, the AMCG leads and manages external communications through strategy, media, digital communications, marketing, branding and global storytelling. The Brand and Marketing Team in the AMCG manages UNDP’s brand and creates marketing products and resources to promote UNDP and the Sustainable Development Goals (SDGs), ensuring that messages resonate and gather support from audiences that span from government decision-makers to the general public. It manages the Marketing Services Hub (MSH) which operates as UNDP’s in- house agency, managing a roster of external experts to produce marketing communications projects for teams and leverage the expertise of the Brand and Marketing team to provide high- quality communication services aligned with the UNDP brand, tone and visual guidelines. The team also manages the online UNDP Shop a fast-growing initiative that empowers people around the world to promote the SDGs.

Duties and Responsibilities

Under the supervision of the Brand and Marketing Specialist of the Brand and Marketing Team, and working closely with the E-commerce Operations Lead, the UNDP Shop (Customer Care and Fulfillment) Associate will:

Lead on customer care and customer management, ensuring quality of service delivery
Lead on the fulfillment of all orders received through the online platform including preparing shipment packages
Lead and advise the management on improvements to the order fulfillment process
Respond to user queries and manage customer relationships
Process returns, refunds and exchanges including ensuring timely follow up with customers
Support procurement and vendors management, and B2B order management.
Manage stock/inventory and maintain stock room, assist in conducting the annual physical inventory verification exercise, ensuring accuracy of records and location of property and subsequent managers’ sign off
Ensure full compliance and adherence to UN/UNDP’s rules, regulations, policies and strategies
Support the E-commerce Operations Lead with projects;
Collaborate with the creative and marketing teams if/as needed;
Support knowledge building and sharing in the office, contributing and collaborating with other colleagues as needed;
Perform any other duties within the functional profile as deemed necessary for the efficient functioning of the Office and the Organization

Note that due to the nature of the job, this position requires full-time office presence. (Work schedule to be determined with supervisor). This position is for six (6) months with possibility of extension.

Institutional Arrangement

The UNDP Shop Customer Care and Fulfillment Associate will report to the Brand and Marketing Specialist under the supervision of the Team Leader of the Brand and Marketing Team and work closely with the UNDP Shop E-Commerce Operations Lead. Travel to/from UNDP HQ in New York is the responsibility of the consultant.

Competencies

CORE

Achieve Results	Level 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
Think Innovatively:	LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
Learn Continuously	LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agility:	LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
Act with Determination:	LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner:	LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion:	LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies

Thematic Area	Name	Definition
Business Management	Customer Satisfaction/Client Management	Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs. Provide inputs to the development of customer service strategy. Look for aways to add value beyond clients’ immediate requests. Ability to anticipate client’s upcoming needs and concerns.
Business Management	Communication	Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience Ability to manage communications internally and externally, through media, social media and other appropriate channels
Administration and Operations	Inventory Management	Each office to ensure sufficient inventory items are available for use as well as reporting for items which are beyond the corporate threshold of $5K and above

Required Skills and Experience

Education:

Secondary education is required, or
University Degree in Communications, Operations, Marketing, Liberal Arts, Logistics, Political Studies, Business Administration, or equivalent field will be given due consideration, but it is not a requirement.

Experience:

A minimum of 7 years (with high school diploma) or 4 years (with bachelor’s degree) of progressively responsible in shipping, customer service, logistics or stock management is required

Required skills and competencies:

Experience in the use of computers, office software packages (MS Word, Excel, etc.) and web-based management systems, and advanced knowledge of spreadsheet and database packages
Ability to move/lift heavy boxes (maximum x 50 lbs)

Desired additional competencies:

Familiarity with using E-commerce platforms, i.e., Shopify
Demonstrated ability to make decisions that align with strategy, vision, and mission of the UNDP Shop
Experience in researching for new, innovative products
Demonstrated experience in clearly communicating the value of a productor service
Previous experience working with the UN considered a plus
Experience with e-commerce, operations, and/or marketing is considered an asset

Required languages at the working level:

Fluency in written and spoken English.
Working knowledge of another UN language is considered a plus.

Travel:

Travel is not envisaged for this NPSA contract

The following documents shall be required from the applicants

Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references
A cover letter (maximum length: 1 page) indicating why the candidate considers him/herself to be suitable for the position.

Disclaimer

Important information for US Permanent Residents (‘Green Card’ holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

Scam warning

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

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UNDP Shop (Customer Care and Fulfillment) Associate

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