Customer Service Manager - International Logistics

US Based Retail-tech platform

Customer Service Manager - International Logistics

Unnati

Company

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Customer Service Manager - International Logistics

at US Based Retail-tech platform

Agency job

via Unnati

2 - 5 yrs

₹6L - ₹8L / yr

Hyderabad

Skills

Customer Support

Customer Service

Customer Relationship Management (CRM)

Headquartered in San Francisco, CA our client is an online marketplace that offers high quality sustainable fashion at altogether low prices. It is a pioneer in the manufacturer to consumer (M2C) retail model where factories produce inventory on demand and ship directly to the customers, thereby eliminating environmental and financial wastages.

The company has raised $14.5 MM in seed funding and partners with over 30 manufacturers around the world and is founded by seasoned entrepreneurs and technology leaders who come from institutions like IIT Bombay and Stanford GSB.

As a Customer Service Manager - International Logistics, you will be responsible for ensuring a strong customer experience from order placement to final delivery.

What you will do:

Hiring, training and managing a growing team of customer service representatives to create an unbeatable customer experience
Achieving a 2 hour response time during business hours
Conducting 1:1 feedback sessions with customer service representatives every 2 weeks
Retaining star performers
Managing out underperformers
Managing all the logistics issues and maintaining the SLA
Daily reporting on the performance of carrier
Scheduling and managing shifts
Managing training, invoices and materials for new hires
Making recommendations on full-time offers post-training period
Monitoring customer and internal customer question queue
Answering customer emails a week to maintain a close understanding of customer issues
Stepping in as full-time CS representative when needed
Responding to escalations across the customer care team with availability at all hours
Reporting weekly metrics to management
Editing and create macros, tags and rules to improve data capture and response time
Liaising with vendors and returns warehouse as needed
Creating and executing communication plan during any issue affecting large sets of customers
Identifying customer experience improvements, tech issues, vendor issues and prioritizing based on financial impact

Desired Candidate Profile

What you need to have:

BA/ BSc degree or relevant experience (e.g. Logistics industry or Apparel Industry)
3-5+ years of experience as Logistics CSS Manager
A focus on execution, problem-solving, improving processes and brand enhancement
High curiosity
Openness to considering new perspectives

As a Customer Service Manager - International Logistics, you will be responsible for ensuring a strong customer experience from order placement to final delivery.

What you will do:

Hiring, training and managing a growing team of customer service representatives to create an unbeatable customer experience
Achieving a 2 hour response time during business hours
Conducting 1:1 feedback sessions with customer service representatives every 2 weeks
Retaining star performers
Managing out underperformers
Managing all the logistics issues and maintaining the SLA
Daily reporting on the performance of carrier
Scheduling and managing shifts
Managing training, invoices and materials for new hires
Making recommendations on full-time offers post-training period
Monitoring customer and internal customer question queue
Answering customer emails a week to maintain a close understanding of customer issues
Stepping in as full-time CS representative when needed
Responding to escalations across the customer care team with availability at all hours
Reporting weekly metrics to management
Editing and create macros, tags and rules to improve data capture and response time
Liaising with vendors and returns warehouse as needed
Creating and executing communication plan during any issue affecting large sets of customers
Identifying customer experience improvements, tech issues, vendor issues and prioritizing based on financial impact

Desired Candidate Profile

What you need to have:

BA/ BSc degree or relevant experience (e.g. Logistics industry or Apparel Industry)
3-5+ years of experience as Logistics CSS Manager
A focus on execution, problem-solving, improving processes and brand enhancement
High curiosity
Openness to considering new perspectives

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