Simulation Details

Moox is a fast-growing e-commerce platform specializing in premium office supplies, electronics, and lifestyle products. Catering to both B2B and B2C clients, Moox offers bulk discounts and streamlined invoicing for businesses, alongside personalized recommendations and flexible payment options for individual shoppers. This dual approach has fueled a 20% year-over-year revenue growth.

The company prides itself on exceptional customer experiences, supported by an Enterprise Resource Planning (ERP) system that manages inventory, processes orders, and schedules shipments. This system has enabled Moox to achieve a 48-hour average order processing time and a 92% customer satisfaction score. However, a recent promotional campaign offering a 25% discount on top-selling items caused a 35% surge in orders, exposing critical inefficiencies in the ERP system. These issues have led to delays, increased customer complaints, and a drop in satisfaction scores, putting Moox’s reputation and client relationships at risk. The company is now focused on resolving these challenges to maintain its competitive edge and operational excellence.

As a Marketplace Order Management Specialist at Moox, your mission is to address operational inefficiencies and improve customer satisfaction. You will analyze workflow data to identify bottlenecks in the ERP system and collaborate with key stakeholders to propose actionable solutions.

First, you’ll work with Arjun Mehra, the Senior Logistics Optimization Specialist, to validate your findings and ensure your proposed changes align with Moox’s operational goals. Then, you’ll partner with Elena Navarro, the Customer Experience Strategy Manager, to develop a customer communication strategy that rebuilds trust and reduces complaints. Throughout the simulation, you’ll report to Priya Desai, the Director of Marketplace Operations, who will evaluate your solutions for alignment with Moox’s strategic objectives.

– Analyze workflow data to identify key bottlenecks in the ERP system.
– Discuss findings and validate proposed solutions with Arjun Mehra.
– Collaborate with Elena Navarro to craft a customer communication strategy.
– Ensure your solutions align with Moox’s operational goals and customer satisfaction priorities.
– Successfully navigate stakeholder expectations to restore Moox’s reputation for exceptional service.

Team

Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Arjun Mehra
Senior Logistics Optimization Specialist @Moox

Elena Navarro
Customer Experience Strategy Manager @Moox

Priya Desai
Director of Marketplace Operations @Moox

Organization

A rapidly expanding e-commerce platform specializing in premium office supplies, electronics, and lifestyle products.