Job Description
Esta vaga também é inclusiva para PCDs. This role ensures our customers are satisfied with our DFN (Fulfillment) product. Responsible for advising and supporting our customers, customer service and our warehouses in their day-to-day operations. Manage new requirements and conduct review meetings with customers together with the commercial owner/site manager.
Requirements
* Degree level education
* English (Full professional proficiency)
* Excellent communication skills
* Experience in Operations, Customer Service, or Account Management
* Good analytical skills and planning competencies as well as a systematic problem solving approach
* Previous experience or affinity in IT, process management, project management, organizational skills
* Affinity & insights into the eCom market/eCom needs
Responsibilities
* Providing knowledge around carriers, product and customer service processes
* Consulting customer service with questions around customer inquiries
* Solving complex requests occurring in day-to-day business
* Overseeing claims being raised by the customer and their processing by customer service, carriers and warehouses
* Executing on and safeguarding Customer Service standards
* Continuously improving tools and templates used in the processes
* Participation in customer meetings, business reviews & operations calls together with site managers, commercial owners
* Monitoring and ensuring customer services responses are according to our standards
* Analyzing root causes of re-occurring issues arising in running operations and solving them with the right stakeholders
* Aligning customer change requests with Sales and Project Delivery. Implement smaller change requests in direct alignment with operations and IT
* Handling minor escalations occurring in customer service
* Training & educating the customer on the correct role they need to play / how they need to contribute to good & profitable operations
#J-18808-Ljbffr