Customer Experience Specialist

3 weken geleden

Rozenburg, Nederland Packaly Voltijd

**Company Overview:
**
Packaly is a fast-growing e-commerce last-mile delivery company based in the Netherlands. We specialize in small parcel deliveries with a focus on efficiency and customer satisfaction. As we expand our operations and build our own fleet, we are committed to delivering sustainable, quick, and reliable delivery services to our clients. To support this growth, we are looking for a Transport Manager who will be instrumental in ensuring our operations comply with Dutch transport regulations while optimizing efficiency and service quality.

Tasks

Job Responsibilities:

  • Answer customer calls daily to answer questions about shipment tracking and receipt, ensuring clear and accurate communication to maintain customer satisfaction.
  • Record and update customer information in the company system to ensure effective follow-up on shipments and complaints.
  • Handle delivery-related incidents, such as delayed or non-received packages, initiate investigations and coordinate with logistics partners to resolve these issues quickly.
  • Inform customers of solutions or compensation measures to resolve delivery issues and ensure that their cases are closed to their satisfaction.
  • Participate in the management of goods returns and ensure that the return process is carried out in accordance with company policies.
  • Work with the logistics team to optimize the shipping and delivery processes and contribute continuous improvement opinions to the logistics services provided by the company.
  • Gain in-depth understanding of the products and services provided by the company and the internal logistics processes, and provide customers with accurate and useful information.
Requirements

Job Requirements:

  • Bachelor degree or above, with independent knowledge and thinking about customer service.
  • Experience in local logistics customer service in the Netherlands, familiar with customer service management and customer service operation procedures.
  • Strong communication skills, strong stress resistance, good teamwork awareness and problem-solving skills.
  • Aim to serve customers and create value for customers.
  • Proficient in Dutch and English; those who know Chinese are preferred.


It's Packaly's mission to accelerate the transition to sustainable parcel delivery across Europe. Our commitment to sustainability is a long-term investment in a better future for our planet. We are dedicated to finding innovative solutions that improve our product, even if it means incurring higher costs to drive sustainability over time.

We don't see biofuel as a magic solution for sustainability challenges in logistics. Instead, we prioritise offering zero emissions delivery options to our customers with cargo bikes and electric vehicles.

Our approach includes partnering with couriers that are local heroes to provide a better customer experience, investing in technology to bundle and optimize routing, leveraging our technical expertise to enhance route efficiency and load management, and collaborating with freelance or employed riders.

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