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Customer Experience Liaison

1 maand geleden

Venlo, Limburg, Nederland VidaXL Voltijd
Customer Experience Liaison

As a key member of the Customer Experience team, you will serve as the primary liaison between the Customer Service team and the Carrier Management department. Your role will be to ensure efficient and proactive communication between vidaXL's Customer Service agents and our global carriers.

Key Responsibilities:

  • End-to-end carrier onboarding and implementation
  • Proactive communication with stakeholders, providing timely updates on all carrier-related issues and resolutions
  • Act as the primary contact for 1st and 2nd line Customer Service managers during carrier issues, offering confident pushback when necessary and defending the customer experience when dealing with carriers
  • Analyze logistics issues, identify trends, and escalate common problems. Collaborate with carriers to develop and implement solutions
  • Own the resolution of carrier-related incidents with minimal supervision, ensuring quick response times and communication transparency

We Offer:

  • The opportunity to grow in a fast-growing company
  • Travel allowance of 0.23 cents per km
  • Non-contributory pension
  • 25 vacation days (on a full-time basis) with the possibility to buy 10 more
  • 8% holiday allowance
  • 20% discount on all vidaXL products

Requirements:

  • At least 2 years of experience in a customer-facing role, with a demonstrated ability to handle demanding stakeholders and manage complex issues under pressure
  • Assertiveness and confidence in your communication style, ensuring all stakeholders are regularly updated and problems are resolved swiftly
  • Experience with negotiation
  • Experience in a logistics or supply chain environment is a strong advantage
  • Strong analytical skills and can resolve issues independently while maintaining a clear communication flow

About vidaXL:

vidaXL is a major player in the ever-growing world of e-commerce. Since our foundation in 2006, we've expanded our global reach, serving millions of customers with a vast selection of products for every aspect of their lives. Our bold and down-to-earth approach sets us apart. We embrace challenges, take chances, and try new things every day to provide our customers with the best possible experience. We believe in our people and love investing in their personal growth. We offer the freedom to seize opportunities, thrive, and grow alongside a global e-commerce leader.