We are looking for a passionate and committed Delivery Support Specialist to join our team. This role involves ensuring that our customers have a seamless and stress-free experience from the moment their order leaves our partners to when it reaches their doorstep.
Your mission:
As a Delivery Support Specialist, you will be the key link between our customers, our warehouses, and our shipping partners. That is why it’s important that you love problem-solving, have a strong analytical mindset, and excel at communication. Reporting to the Delivery/Operations Lead, you will gain excellent hands-on experience in a fast-paced and multicultural e-commerce environment and you will:
- Know how label processing works with and without shipping integrators;
- Investigate and resolve delivery exceptions, lost packages, and carrier delays proactively;
- Liaise directly with shipping partners and couriers to resolve ongoing transit issues;
- Keep rest of the team (Partner Service, Customer Service) updated regarding issues;
- Identify recurring logistics issues or bottlenecks and suggest effective solutions to improve the delivery journey;
- Manage and process shipping claims, returned items (RMA and RTO), and carrier compensations according to company guidelines;
- Escalate complex logistics inquiries to the appropriate internal teams when necessary;
- Following daily unsolved customer’s or carrier’s issues;
- Take ownership of case resolution, finding the best solutions to turn a delivery hurdle into an unforgettable customer experience;
- Collaborate with the whole team with a continuous improvement approach.
Your profile:
- You must love problem-solving and finding order in complex situations;
- Experience in Logistics, Delivery Support, or Customer Support roles (minimum of 1 year; if in a fashion and/or e-commerce environment, that will be a big plus);
- Excellent English proficiency in written and spoken form (other languages are a plus);
- Excellent communication skills, with the ability to handle both B2B (carriers) and B2C (customers/merchants) communications effectively and with a positive approach;
- Multi-tasking person, with an excellent eye for detail, proactive, and ability to work independently;
- Ability to manage demanding situations and frustrated customers with professionalism and emotional intelligence, focusing on solutions and retention;
- Proficiency with IT tools, including CRM (Zendesk, Salesforce, or similar), Order Management Systems (OMS), and carrier tracking portals.
What we offer:
- A real opportunity to use your creativity with a strong business-oriented approach
- A startup environment with the benefits of a group
- An opportunity to grow inside the team and scale inside the company
- A Multicultural work environment
- Work in an amazing team
Job Type: Full-time
Work Location: Remote
