Manager CX Delivery - Logistics Complaint

Your main responsibilities:

• Managing the Logistics Complaints Team and building and developing a new Intervention Team

• You will be responsible for handling claims related to lost, damaged or delayed shipments, as well as for creating and supervising preventive actions to prevent claims from arising.

• Supporting the development of service processes and delivery support: Your goal will be to improve customer, merchants and courier service processes in the field of logistics complaints.

• You will be responsible for handling claims related to lost, damaged or delayed shipments, as well as for creating and supervising preventive actions to prevent claims from arising.

• You will support the development of the teams' competencies and ensure effective communication between them

• Logistics Process Analysis and Optimization: Setting goals, monitoring and reporting team performance (efficiency, productivity, KPI achievement, cost to GMV) with a primary focus on logistics processes such as logistics claims, communication with carriers and internal customers and controlling the flow of funds after claims decisions

• You will own the process flow, create and implement projects and initiatives to increase satisfaction of Allegro customers and improve the quality standards of their support

• Identify and remove barriers and limitations of efficiency and quality of service development and increase efficiency and productive and transactional time

• Collaborate with cross-functional, international teams, including Commerce, Delivery Operations, and Tech to advocate for CX delivery needs and drive initiatives to enhance their experience.

• Stay up-to-date on industry trends, best practices, and competitor activities to provide insights and recommendations for improvement.

• Handle escalated merchants’ issues and complaints, demonstrating empathy and professionalism in resolving problems and ensuring merchant satisfaction.

This is the right job for you if:

• Have min. 4 years of experience managing a team in the customer service area and work according to the "customer first" principle

• You have a deep understanding of the transport services market and logistics processes, with particular emphasis on handling and preventing logistics complaints (e.g. loss, damage, delays of parcels) - must have

• Have knowledge of operational management and quality metrics and performance measurement in customer service

• Have a very good command of the English language (min. B2+ is a must)

• Are goal-oriented, able to analyze data, draw conclusions and make recommendations based on it

• Care about the atmosphere in the team, are communicative and able to work in a team and effectively cooperate with different areas and levels of the organization (e.g.: IT area, Commercial team, DEX)

• Show initiative, are creative and innovative, and take responsibility for their actions

• Find themselves in a dynamic environment and can manage change

What we offer:

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools 
• A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)
• Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise
• Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)

Send in your CV and see why it is #dobrzetubyć (#goodtobehere)