Senior Customer Operations Manager (m/w/d)
Core
Oversee B2B and B2C customer support, manage orders from placement to delivery, and resolve critical issues and deviations.
Role type
Senior Customer Operations Manager
Builds
Customer service and operations processes
Domain
FMCG, E-Commerce, Retail
Required skills
Order management, Reclamation and complaint handling, B2B and B2C customer management, Process improvement, KPI analysis, Cross-functional coordination
Preferred skills
FMCG experience, E-Commerce experience, Retail experience
Responsibilities
Manage customer orders from placement to delivery, Identify and resolve critical order issues and deviations, Analyze complaints and recurring errors to drive improvements, Monitor service levels and operational KPIs, Coordinate complex cases with cross-functional teams, Communicate with trade, specialist trade, and end customers
Seniority
Senior, hands-on IC