UNDP Shop (Customer Care and Fulfillment) Associate (NPSA-7), New York, United States At UNDP – United Nations Development Programme

Closing date: Friday, 25 August 2023

Job Identification : 12671

Locations : New York, United States

Posting Date : 07/27/2023, 12:33 PM

Apply Before : 08/25/2023, 03:59 AM

Job Schedule : Full time

Agency : UNDP

Vacancy Type : National Personnel Service Agreement

Practice Area : Innovation

Bureau : HQ

Contract Duration : 6 months

Education & Work Experience : Bachelor’s Degree – 4 year(s) experience OR High School certificate- 7 year(s) experience

Required Languages : Fluency in written and spoken English.

Desired Languages : Working knowledge of another UN language is considered a plus.

Vacancy Timeline

2 Weeks

Job Description


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 buildingand nurturing strategicrelationships 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 audiencecentric 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 promoteUNDP 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 peoplearound the world to promotethe 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 (Customer Care and Fulfillment) Associate will: Daily Basis

  •  Fulfill orders received through the online platform including preparing shipment packages
  •  Propose improvements to the order fulfillment process;
  •  Respond to user queries and manage customer relationships;
  •  Process returns and follow up with customers;
  •  Support procurement and B2B order management;
  •  Manage stock/inventory and maintain stock room;
  •  Support E-commerce Operations Lead with projects;
  •  Collaborate with the creative and marketing teams to support the development of marketing campaigns, content for the website and photography.

Note that due to the nature of the job, this position requires full-time office presence. (Work schedule to be determined with supervisor)

Institutional Arrangement

The UNDP Customer Care and Shipping) 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/fro UNDP HQ in New York is the responsibility of the consultant.


Core Competencies

  •  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.

Technical Competencies:

  •  Customer Relations Management (CRM)
    •  Ability to lead on CRM ensuringfull client satisfaction
  •  Retail
    •  Ability to handle retail related tasks including stock, shipping (domestic and international), returns, exchanges
  •  Time Management
    •  Ability to estimate and gauge the time taken for a specific design project. Abilityto meet deadlines by prioritizing tasks based on time and resources.

Required Skills and Competencies:

  •  Innovation: ability to make new and usefulideas work
  •  Communication: ability to listen, adapt, persuade and transform
  •  Delivery: ability to get things done
  •  Knowledge Management: ability to efficiently handle and share information and knowledge
  •  Relationship Management: ability to engage with other parties and forge productive working relationships

Desired additional competences

  •  Familiarity with using E-commerce platforms, i.e., Shopify
  •  Ability to make decisions that align with strategy, vision, and mission of the UNDP Shop
  •  Ability to researchinnovative products
  •  Ability to clearly communicate the value of a product or service
  •  Ability to write simple content i.e., for product pages is considered a plus
  •  Ability to write marketing content i.e., newsletters is considered a plus
  •  Passion for our mission and the SDGs
  •  Previous experience working with the UN considered a plus

Required Skills and Experience


  •  Bachelor’s degree in Communications, Business, Operations, Marketing, Liberal Arts, Political Studies or equivalent with min 4 years of experience.
  •  Secondary education accepted with min 7 years of experience.


  •  Retail experience or in a related field i.e. shipping, customer service, or stock management is required
  •  Experience with e-commerce, operations, content creation and/or marketing is considered an asset


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

Required technical and attitudinal skills

  •  Highly organized and detail-oriented
  •  Organized, ableto multitask and prioritize tasks
  •  Flexible and quick to adapt — willing to address any emerging need or task as needed/required
  •  Works well in a team environment, and is passionate about the team’s success
  •  Excellent verbal and written communication skills
  •  Excellent customer serviceskills.
  •  Ability to move/liftheavy boxes (maximumx 50lbs)

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.


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.


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.

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