Head of Customer Service E-Commerce (m/f/d).

Unternehmensprofil

Our client is an international Joint Venture Partner of Ebay and a global leading technology company, which provides logistic and supply chain services for e-commerce partners. Focus on technology and network integration, the company is committed to offering superior logistics services to meet the everchanging demands of ecommerce industry and redefining user experience through speed, stability, transparency, cost efficiency and sustainability. Due to the German market launch we are looking for a "Customer Service Manager (m/f/d)" who sets up the structures of the department.

Aufgabengebiet

  • Set up customer service foundation (system, process & team)
  • Manage local customer service operations on a daily basis
  • Design fulfillment customer service system, standardize work flow and suitable customer service management tools
  • Design and implement the KPI and performance evaluation system of the local customer service center
  • Standardize customer service daily ticketing process including various work order classification
  • Establish customer service knowledge database and training standard
  • Build up local customer service center based on buisness plan and approved budget
  • Formulate and manage the annual budget of the DE customer service center
  • Collaborate with cross-functional departments to improve continous internal & external customer experience

Anforderungsprofil

  • Over 6 years of experience in the customer service centers in the logistics industry (preferably in e-commerce surrounding)
  • Experienced in multinational company work and cross-cultural communication
  • Experience Good customer center related software operation skills and related resource planning tool
  • Good training, coaching and personnel management experience
  • Fluent German and English
  • Strong communication and coordination skills
  • Strong KPI management and project management capabilities Analytical & problem solving capability
  • Detail focus and excellent team work spirit
  • Strong self-driving and creative thinking

Kontakt

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