Job Description

ABOUT UNA BRANDS
Founded by e-commerce experts, Una Brands\' mission is to acquire great brands and grow them into global, well-loved and enduring household names. As Asia Pacific\'s #1 e-commerce aggregator, we acquire, operate and scale category-winning businesses with a proven track-record. We are backed by top-tier institutional investors and business angels that support us on our mission.
Being a part of the Una Team means you will get the chance to work alongside a highly entrepreneurial and experienced team, who have worked at innovative companies like Unilever, LEGO, Google, Lazada, and Ninja Van. We are growing rapidly and are keen to find top talent to build this company with. Join us today!

ABOUT ERGOTUNE / EVERDESK
We are a high growth Direct-to-Consumer (DTC) e-commerce start-up. Acquired by Una Brands in 2022, our mission is to help people create workspaces they actually love spending time in. To achieve this, our team has built market-leading brands like ErgoTune (ergonomic chair) and EverDesk (standing desk).
Having grown more than 10x in the past 3 years, tens of thousands of consumers and companies alike now rely on our products to help them work better and live healthier.
If you want to make an impact at a high growth start-up, become an expert in the e-commerce space, or be part of building a great multi-generational brand \xe2\x80\x94 join us!

YOUR ROLE
The Warranty & Technical Support Specialist is part of the Supply Chain team who will be the go-to person for anything warranty related. Working closely with the Product Specialist, you will be in charge of responding to technical issues (such as exchange, product function and upgrades) enquired by customers via phone/Freshdesk. You will be in charge of the spare parts inventory and work closely with the delivery team to assist with on-site assembly.
In the process, you will be exposed to how the entire Supply Chain functions. You will learn how operations are managed for an online and physical store, from inbound operations such as freight forwarding and shipments to outbound operations such as warehousing, and working with 3rd party couriers.

The Role

• Provide general support for warranty & recourse to all customers, including warranty processing, claim handling & troubleshooting, as well as KPI reporting
• Implement Marvable warranty processing guidelines and support customers in process-related queries
• Create warranty training materials (processing handbooks, presentations and guidelines), plan training courses and perform on-the-job and off-the-job training events
• Provide support to the framework for the warranty returns, customer concerns and the company problem solving/root cause analysis system.
• Carry out hands-on inspection and diagnostics of components and review against the specification to understand shortfalls
• Perform warranty exchanges on behalf of the company
• Communicate fault and liability information to the relevant internal management in order to obtain robust interim and permanent corrective actions aimed at warranty prevention and cost reduction
• Assist in the delivery orders when necessary
• Support the Supply Chain team in other duties as assigned

• At least 1-year working experience in the similar capacity
• Diploma in mechanical/electrical engineering or equivalent
• Possess Class 3/3A driving licence
• Customer service skills
• Proficient Microsoft office user
• Experience in Freshdesk will be a plus!

Marvable