
Logistics Service Excellence Specialist
2 semanas atrás
As a professional in Logistics Service Excellence, you will play a pivotal role in bridging the gap between logistics teams and customer service. Your primary objective is to ensure seamless integration of policy changes based on customer feedback and operational requirements.
Key Responsibilities- Liaise with product team, operations teams, and customer service to implement policy changes
- Serve as an escalation point for customer service on logistics-related issues
- Conduct weekly/monthly reports and case studies on customer service issues and develop actionable solutions
- Establish standard processes, create SOPs, training, and help content documentation related to logistics issues and products
- Lead projects, develop plans, facilitate meetings, coordinate stakeholders, and manage project timeline
- Collaborate with internal and external stakeholders to deliver projects or escalate pending issues
- Proactively identify improvement opportunities to enhance project outcomes
- Minimum 3 years of experience in program/project management, preferably in e-commerce with customer/seller support operations
- Experience driving user experience improvement or contact reduction programs/projects, delivering quantifiable results
- Ability to adapt to ambiguity and quickly changing priorities
- Proficiency in English required, Portuguese also desired
We are dedicated to providing a work environment that fosters innovation and growth. Our team is passionate about delivering exceptional service and exceeding customer expectations.
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