Customer Service and Logistics Manager
Customer Service and Logistics Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Title: Customer Service & Logistics Manager
Location: Netherlands/UK
Reports To: COO/Head of Operations
Role Overview:
We are looking for a highly skilled Customer Service & Logistics Manager to lead our global customer support and logistics operations. This individual will oversee a distributed team manage support and logistics processes and implement systems to ensure operational excellence customer satisfaction and scalable growth.
Responsibilities
- Customer Service
- Oversee the support team (currently based in the Philippines).
- Implement systems to track and optimize KPIs:
- First Reply Time
- Full Resolution Time
- CSAT
- Positive and Negative Reviews
- Support Efficiency
- Sales Associated with Support
- Develop processes for consistent salesfocused and highquality customer interactions.
- Integrate AI and automation tools to improve efficiency.
- Logistics
- Manage and scale logistics operations to meet global shipping time SLAs.
- Collaborate with supply chain teams to ensure timely delivery and customer satisfaction.
- Team Management
- Scale the support team from current size to 3050 members.
- Plan team capacity and optimize scheduling for 24/7 operations if needed.
- Host regular team meetings and training sessions.
- Process Improvement
- Design and implement systems for monitoring team efficiency and satisfaction.
- Use datadriven approaches to identify and address pain points in customer journeys.
Requirements
MustHave Experience:
- Proven track record scaling customer support teams (0 to 3050 members).
- Experience with technical products and translating complex information into clear communication for customers.
- Expertise in implementing and leveraging AI & automation in support operations.
- Global logistics operations experience including achieving shipping SLAs.
- Strong experience with KPI tracking and achieving measurable improvements in CSAT and operational efficiency.
Skills:
- Excellent leadership and communication abilities.
- Strong data analysis skills to monitor KPIs and operational metrics.
- Familiarity with tools like Zendesk Gorgias Freshdesk or similar support platforms.
- Experience with logistics management platforms is a plus.
Expected Salary
- Netherlands:per year depending on experience.
- UK:per year depending on experience.
- Benefits: Bonus tied to team performance flexible work arrangements training budgets.
Screening Process
- Initial Screening (CV & Cover Letter Review):
- Look for candidates with clear examples of scaling a support team and managing logistics.
- Prioritize those with experience in AI and technical products.
- First Round Interview:
- Focus Areas:
- Describe their experience scaling a support team.
- Explain how they planned capacity and managed team growth.
- Discuss their approach to maintaining quality during scaling (CSAT efficiency).
- Provide examples of how they implemented AI or automation to enhance support operations.
- Focus Areas:
- Second Round Interview:
- Situational and Technical Questions:
- How would you handle a sudden surge in support tickets
- What tools and metrics do you rely on to monitor team efficiency
- Describe how you improved CSAT in a challenging environment.
- How have you handled underperforming team members
- Situational and Technical Questions:
- Final Round (Case Study):
- Candidates present a strategy for scaling a support team from 5 to 50 members in 12 months.
- Outline how they would optimize logistics to meet global shipping SLAs.
Ideal Candidates Past Experience
- Communication: Clear documentation processes for team communication.
- Scaling: Defined strategies for hiring onboarding and training.
- Capacity Planning: Handson examples of managing peaks and troughs in workload.
- Efficiency Monitoring: Regular audits and adjustments based on data analysis.
- Team Meetings: Structured goaloriented meetings with transparent KPIs and objectives.
- CSAT Improvement: Initiatives like personalized responses faster resolution or proactive outreach.
Employment Type
Full Time
