Hi, Chan. Please briefly introduce yourself and your team.
Hi. I’m Chan, and I manage Rocket Install Development (RID) team in the Rocket Install Support (RIS) org. RIS provides not only delivery but also face-to-face customer experiences through installation. We currently install products with the Rocket Installation badge in the Coupang app, including consumer electronics, furniture, and sporting goods. We are also expanding the scope of our services to include tires, motorcycles, built-in closets, and baby mattresses.
What does the RIS organization do and what’s the role of the RID team within the org?
RIS oversees all aspects of Rocket installation, and the RID team specifically focuses on introducing new businesses and expanding installation items by assessing the installation feasibility of new product categories within existing product groups.
Development not only means expanding into new businesses but also enhancing existing processes by identifying areas of improvement. Since last year, we have been implementing projects to enhance customer experience and installation quality. For example, our team has initiated a Kakao Talk channel to facilitate customer communication. Also, we are offering pre-consultation services to customers before installation.
What was your previous job and why did you choose to join Coupang Logistics Services?
Before joining CLS, I worked at a retail company with offline stores. As consumer shopping preferences shifted to online, I decided to work at CLS as it is in charge of logistics, one of Coupang’s greatest strengths.
I was less familiar with Rocket Installation service compared to Rocket Delivery service, which I use multiple times a week. Still, I decided to apply for this position because I was fascinated by the fact that customers can order various items of different brands and have them installed the very next day and that I can contribute to improving customer experience further.
What kinds of experience and skills are required to work on the RID team?
First, it would be nice to have extensive experience in consumer electronics and furniture installation and construction. We prefer candidates with such knowledge and experience because they can provide technological insights when reviewing installation feasibility or new business opportunities. However, candidates with a background in other areas like sales or procurement are also encouraged to apply, as they can bring fresh ideas from different perspectives.
Also, the most important qualities needed would be working proactively and autonomously. If we compare RIS org to soccer, the RID team would be strikers who push ahead at the very front. Since this is a new business and category never been tried before, there are various restrictions and obstacles. That’s why we need to actively find ways beyond our limits to overcome such hurdles.
Moreover, rather than just reactively following instructions, it is very important to be able to proactively present data-driven ideas to persuade others based on communication and data analysis skills. These skills will be invaluable in driving success in the projects you take on.
What projects have you experienced on the RID team?
Most of the projects involved expanding installation categories, such as adding more furniture and tires to Rocket installation coverage. There also were projects aimed at improving installation quality.
One of the most memorable projects we recently worked on was aimed at reducing installation-related cancellation and rescheduling rates. We visited customers’ homes to check the condition of the furniture. For items with damaged boxes, we visited fulfillment centers (FCs) to trace back and determine when the damage occurred. We examined the end-to-end process from the inbound at FCs to delivery to customers to categorize the problems and are currently working on projects to address them.
What is the RID team’s culture like?
The RID team members not only focus on their own work but also actively help each other whenever someone needs support. We also have an open working culture where everyone is encouraged to share ideas freely.
In addition to this open culture, the most attractive part of the RID team for me is that we can witness the growth of Coupang and our team by ultimately achieving what initially seemed impossible. When we successfully integrated “installation” into various categories like tires, and when the data showed that our hard efforts paid off, I truly felt a sense of accomplishment and growth.
Another strong point of CLS is that, unlike traditional companies where the focus is put more on executing tasks assigned by your boss, it is open to accepting logical, data-driven suggestions from any team member, regardless of their position.
What’s your goal for the next three years here at CLS?
I want to contribute to making CLS the top player in Korea’s installation industry in terms of both customer experience and the variety of categories and brands it offers. Also, I want to contribute to CLS becoming a competitive, one-stop solution for customers for purchasing installation-required items when getting married or moving houses.
Do you have any tips for interviews?
When discussing your career, instead of simply listing what you have done so far, focus on articulating how your past experiences align with the work you will be doing in the RID team based on a thorough analysis of your past work and the work of the RID team.
It will especially be nice to highlight instances where you took the initiative along with the quantifiable improvements achieved. However, the most important thing is to provide clear answers to questions. This might sound obvious, but some candidates often go off track.
Is there any final message for the candidates applying to RID team?
Development isn’t just about expanding into new businesses. It’s also about identifying improvement opportunities within existing processes and actually improving the processes. Our team values people who find a sense of achievement in proactively taking the initiative and bringing results.
In RID, you take on a PM role where you lead projects. You start from scratch to research, make suggestions, analyze data, and experience Coupang’s logistics process firsthand and in the end, make results that can bring you a sense of achievement. This is what makes this job appealing.
I’ve personally witnessed and felt the power of growth here at Coupang and look forward to continuing that journey. We welcome those who are eager to grow with Coupang.
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