Vendor Support Asscoiate - By Snoonu

Snoonu; Lusail; On-site; QAR 70,000 - 110,000; Full time

Job summary

Snoonu is seeking a Vendor Support Associate to own the post-sale journey end to end, acting as the bridge between customers, internal teams, vendors, and brand-authorized service centers. You will be the connective tissue ensuring every issue is resolved quickly, correctly, and with minimal friction for the customer.

The role requires coordinating warranty repairs and replacements, tracking cases from first contact to final resolution, and handling escalations with service centers to maintain

Responsibilities

• Own resolution of post-sale cases from first contact to final resolution.
• Coordinate with vendors/service centers for warranties and repairs.
• Keep customers informed of case status at every stage and meet SLAs.

Job description

By Snoonu is Snoonu's own marketplace store, with electronics at its core alongside home & lifestyle, fashion, baby care, sports, and more. As we scale, the post-sale experience - returns, warranty claims, repairs, and vendor coordination - is becoming just as important as the sale itself. We are looking for a Vendor Support Associate to own the post-sale journey end to end. You will be the connective tissue between the customer, our internal customer service team, vendors/merchants, and brand-authorized service centers - making sure every issue is resolved quickly, correctly, and with minimal friction for the customer.

What You’ll Get Your Hands On

Post-Sale Customer Support

• Own resolution of post-sale cases: returns, exchanges, refunds, warranty claims, DOA (dead-on-arrival) units, missing accessories, and repair requests.
• Ensure every case is tracked from first contact to final resolution within defined SLAs.
• Handle escalations from the customer service team that require vendor or service-center involvement.

Stakeholder Coordination

• Act as the single point of contact between merchants/vendors, the internal customer service team, brand/vendor service centers, and the end customer.
• Coordinate warranty repairs and replacements with authorized service centers (pickup, repair status, turnaround time, return to customer).
• Manage the RTV (return-to-vendor) process, including documentation, approvals, and follow-up on vendor credits or replacements.
• Keep customers proactively informed on the status of their case at every stage.

Commercial Team Liaison

• Work closely with the commercial/buying team on vendor performance issues surfaced through post-sale cases (high return rates, recurring defects, slow service-center response).
• Feed post-sale insights into vendor reviews and negotiations (e.g., warranty terms, return policies, service-level commitments).
• Flag SKUs or vendors with abnormal defect/return patterns for commercial action (delisting, renegotiation, quality checks).

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