Job Description

The candidate should be customer obsessed! We are looking for candidates with experience in leading people in a customer contact environment, with experience in both inbound and outbound communication channels.

You will:

• Independently identify up-stream and down-stream operational problems and step in to resolve them before they become customer impacting.
• Bring a department and company-wide perspective to decision making and have strong business acumen with experience of managing key performance indicators.
• Leverage your people leader experience to guide the team through excellent communication, decision making, coaching and personal development planning.
• Interrogate processes and identify pain points to improve the customer journey and operational efficiency.
• Confidently manage customers and customer escalations, showing empathy, actively listening and resolving issues.
• Prioritise competing projects across an entire group or department, or a major piece of a larger cross-functional project.

Preferred:
 

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Required Knowledge, Skills, and Abilities

3+ year’s experience in customer facing roles across operations / supply chain / logistics / e-commerce or similar. Excellent verbal and written communication skills. Analytical skills to extract and assess data and trends using both quantitative and qualitative analysis techniques (intermediate Excel - VLOOKUP/INDEX/MATCH, text functions, pivot tables, customize graphs ) Comfortable with a multi-tasking, high-energy environment. Creative and analytical problem solver with a passion to provide excellent customer service. Flexible to adapt to support a 24-7 operating environment. Advanced Excel / Basic SQL. Fluent in European languages (German, French, Spanish).