Management of the customer experience, from receipt of order through to delivery
Overall responsibility for planning & reporting accuracy, identifying problems and working with the team to resolve issues in timely manner
Responsible for working with the fulfilment teams in stores and warehouse to streamline the logistics and meet fulfilment KPIs
Review Onestock BI reports and make recommendations on fulfilment algorithm to improve delivery timeframes
Responsible for identifying potential gaps/areas that require improvement within the customer journey, and providing solutions with a call to action
Report and measure appropriate key performance measures for operations. Ensure that these are delivered to relevant internal and external stakeholders
Manage Customer focused incidents through to completion that affect single or multiple orders
Escalate customer issues to relevant stakeholders
Collaborate with the Customer Service Manager to develop training programs for the customer service team to ensure a consistent and exceptional customer experience
Keep informed across industry best practices and emerging trends in customer experience
Ensure website content relating to fulfilment and customer service is up to date
Champion customers experience related projects for Southeast Asia
Job Requirements:
Minimum 2 years’ experience in a Customer Experience position/ order management within retail or like industry
Previous experience working within the E-Commerce/Multi-Channel retail industry is advantageous
Previous experience in either Warehouse Operations, Retail or Customer Care is essential
Previous experience managing, developing, and coaching a team
Previous experience building strong relationships with key stakeholders
Full and demonstrated knowledge of Microsoft Office
Excellent written and verbal communication skills
Ability to adapt communication style to any given situation