B2B Operations Supply

About the role

Responsible for managing the end-to-end operational process of Project-Based Services and B2B orders, from supplier sourcing and assignment to service execution monitoring and completion, in accordance with the established Scope of Work (SoW). This role ensures that every order is executed on time, properly documented in Basecamp, and well-coordinated among clients, Business Partners (BP), Freelancers, Service Providers, and internal teams.

What You Will Do

1. Supply Search

• Open the order information in Basecamp and add the note "(Supply WIP)" to the thread title (±1 minute).
• Calculate the revenue-sharing percentage for the Service Provider and BP and complete the order information template (±2 minutes).
• Download supporting files, such as videos or photos showing the customer's home condition (±3 minutes).
• Prepare detailed order information for the BP/Freelancer/1P Group (±1 minute).
• Send the supporting files (videos or photos of the customer's home condition) to the BP/Freelancer/1P Group (±1 minute).
• Wait for feedback from the BP/Freelancer/1P Group (duration cannot be predicted).
• Respond to order-related inquiries via chat until the deal is confirmed (duration cannot be predicted).

2. Supply Assignment

• Send the Service Providers/Freelancer details template to the Business Partner/Freelancer (±1 minute).
• Review and verify the Service Providers/Freelancer details received (±1 minute).
• Input the Service Providers/Freelancer details into Basecamp and update the thread title to "(Supply Done)" (±2 minutes).
• Send the SOW details and assignment confirmation to the Service Provider/Freelancer (±2 minutes).
• Arrange work schedule blocking if the assignment is handled by a 1P Service Provider (±3 minutes).
• Resolve scheduling conflicts if the 1P Service Provider's work schedule overlaps with other online assignments (duration cannot be predicted).

3. Service Execution

Assist with operational issues during service execution, including:

• Informing the Customer Service Admin when the Service Providers/Freelancer arrives at the location.
• Responding to customer inquiries during service execution.
• Finding a replacement for Service Providers/Freelancer if the assigned one becomes unexpectedly unavailable.
• Providing backup equipment if the 1P Service Provider's tools malfunction during the job.
• Extending calendar blocking if the service duration exceeds the initial estimate (duration cannot be predicted). 

4. Service Completion

• Review the service completion report, including before-and-after videos (±5 minutes).
• Confirm whether there were any service additions or reductions during execution (±3 minutes).
• Conduct reconciliation with operations admin to verify service additions or reductions from both the customer's and the Service Provider/Freelancer's perspectives (duration cannot be predicted).
• Record offline order details in the [1P] Offline Order/Events form (±3 minutes per Custom Order).

What You Will Need 

• Experience in Operations, Supply Management, Project Coordination, Customer Success, or Logistics.
• Experience managing freelancers or field workers.
• Experience in B2B service operations.
• Familiarity with revenue-sharing calculations and invoicing processes.
• Experience working in startup or high-growth environments.