UNDP Shop (Customer Care and Fulfillment) Associate

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 prope