Customer Service & Performance Specialist

As Customer Service & Performance Specialist you will be working for the Asendia Group as a member of the Global Accounts Solutions Team (GAS) in the Customer Solutions & Operational Department and will report to the Performance Manager. You will play a major role within the team in that you will be responsible for supporting and assisting our clients and network colleagues to achieve contracted service level requirements. In order to do this, you will need to learn and use proficiently reporting tools to create, run and read reports, related not only to customer service but also to performance. These tools will help you ensure end to end delivery performance and scan compliance agreed with our customers. You will also be responsible for finetuning existing reporting and streamline where possible, as well as develop new reporting & changes processes if needed. Furthermore, you will have to liaise with IT and Customer Services teams to benchmark and further develop our systems for gathering and analysing cross-functional performance data related to queries and performance, you will also be presenting statistical performance analysis and recommending solutions and action plans to both improve and exceed agreed upon KPIs. You will work alongside operational teams, both GAS as well as other Asendia entities, so as to understand the complete end to end processes, and will act as the first line of backup to the International Reporting Specialist
 
Location: Global
Position: Full-time
Closing Date: 05.07.2021
 
Yellow Line

 

Your Tasks

 

You develop, maintain and report on KPIs per client and propose new indicators as needed, which not only flow into client reporting but are also included as part of internal reporting for the Operations and Customer Service departments.

You work with Global Operations to identify trends in queries for certain lanes, e.g. a significant increase in wismo queries in relation to parcels shipped.

For global customer onboarding, you create and maintain CS specifications. Therefore, you need to understand all global operations and systems to ensure that the CS specifications are correct per client.

You work closely with the Customer Solutions Managers to review and support KPI's, develop and implement action plans as required. Additionally, you support the local Customer Service Team in identifying the root cause of issues.

You work alongside Ops, IT, CS departments to develop efficient systems and redefine existing ways of working, plus gather and maintain a wide array of data-related business processes for reporting purposes.

You contribute to the creation of new performance reporting tools (wnControl Tower, wnConsign, MetaPack, BI Tools) that are then deployed across the organization and develop databases and systems for inputting, managing, and ensuring consistency, security, and accessibility

 

Your Profile

 

You have a Bachelor’s degree in Business with 4+ years experiences in supply chain management, cross-border logistics, operations management as well as 2+ years experiences of advanced data analysis in a logistics field.

You have a strong understanding of the IT behind the final mile delivery process & tracking.

Retail experience is a plus and Six Sigma/Kaizen training is preferred.

You are interested in working in international e-commerce logistics, curious and always looking for ways to bring efficiencies to a process as well as to improve our solutions and services to our customers.

You are a self-starter, you are able to work well within a team and individually & you are able to influence without authority within and outside of the business. Colleagues can always rely on you.

Your strong communication skills ensure the capability of working with people of various nationalities, on varying levels of hierarchy. Colleagues can always rely on you.

You are fluent in English. Every additional language would be an asset.

 

 

About Asendia

 

Our mission is to excel in every interaction with our customers. Our values are trust, friendliness, ease of use and our commitment to sustainability.

Employee wellbeing and corporate social responsibility is at the heart of our core values. We wish to instil a strong culture of corporate social responsibility within every employee and hope to create a positive and productive environment where employees can thrive.

 

How to Apply

If this sounds like the kind of place you would like to work and the sort of role you are looking for, then get in touch, we are waiting to hear from you.
 
You can apply via the LinkedIn advert here
 
 
For further information, please contact:

discovery@asendia.com