Líder de Operaciones y Experiencia del Cliente - Mercado Envíos
Core
Leading and developing a Customer Experience team to ensure operational continuity of support services for Mercado Envíos logistics operations.
Role type
Senior Customer Experience Team Lead
Builds
Customer support operations and service continuity for logistics inventory and delivery
Domain
E-commerce logistics and customer service
Required skills
Team leadership, Customer experience management, E-commerce logistics knowledge, Conflict resolution, Stakeholder management, Data analysis with Google Sheets/Excel, WMS operation
Preferred skills
Artificial Intelligence tools knowledge
Responsibilities
Lead and develop a team of 5-6 CX representatives across two sites, Ensure 100% on-site operational continuity by moving between NL01 and NL02 sites, Manage conflicts and interact with local stakeholders like ICQA and Loss Prevention, Maintain communication and visibility of operations with regional stakeholders, Administer WMS and decision-making tools, Operate autonomously to make quick decisions on critical escalations