Customer Service Manager E-Commerce Fulfillment – syncreon America Inc – Venray

  • Venray

syncreon America Inc

DP World is a leading enabler of global trade, providing smart logistics solutions which connect  the worlds of business, logistics and people on the ground. Within our Logistics pillar, our core services focus on five key supply chain links: Inbound Logistics, Outbound Logistics, Fulfillment, Reverse and Repair, and Freight Management. Our business grows consistently as existing customers extend their services and new brands partner with us to design, build, and provide strategic value-added contract logistics services. Within Europe, we have operations in a wide range of countries, including France, Germany, Ireland, the Netherlands, Poland, Slovakia, Turkey and the UK.

 

We are currently recruiting for a Customer Service Manager E-Commerce Fulfillment for a new product created and driven by a single purpose – to help small and mid-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time on other things that matter in their businesses. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best-in-class experience to their customers. With a very high accuracy rate in fulfilling orders and orders shipped on time. 

 

As a Customer Service Manager E-Commerce Fulfillment, you will be at the forefront of the customer service process to provide a superb customer experience and ensuring that DP World’s customers are satisfied. You are responsible for building, leading and motivating a dedicated customer service team as well as developing customer loyalty and creating customer satisfaction goals. You and your future team will be the first point of contact for all our customers and the builder of their solid retention rate. This exciting role is hybrid based at our site in Venray, Netherlands and reports directly to the Site Director. 

 

About The Role – How You Will Contribute:

  • Supervising day-to-day operations in the customer service department;
  • Focusing on and responding to daily customer service queries and issuesm in a timely and emphatic manner that keeps customers’ needs at the forefront of every interaction;
  • Creating effective customer service procedures, policies, and standards;
  • Maintaining accurate records and documenting all customer service activities and discussions;
  • Assessing service statistics and preparing detailed reports on your findings;
  • Building a dedicated customer service team, hiring and onboarding new customer service employees; 
  • Managing the approved budget of the customer service department;
  • Managing customer service software while staying informed on the latest industry techniques and methods;
  • Responsible for the management and leadership of an engaged team, promoting collaboration and ensuring that the organization’s goals & objectives are aligned and translated into SMART targets for the team;
  • Act as an ambassador for DP World at all times when working; promoting and demonstrating positive behaviours in harmony with DP World’s Principles, values and culture; ensuring the highest level of safety is applied in all activities; understanding and following DP World’s Code of Conduct and Ethics policies. 

 

What You Will Bring:

  • 3+ years of successful proven experience within a customer service management position, preferably within the e-commerce and/or B2C fulfillment industry in Europe;
  • Vocational or Bachelor’s Degree in Logistics, Operations, Supply Chain Management or equivalent is a plus;
  • Exceptional interpersonal and communication skills with the ability to build and maintain strong customer relationships as well as connections with internal stakeholders;
  • Full professional working proficiency in English and Dutch language is required, German language proficiency is a plus;
  • Good leadership skills: ability to build and supervise a team and engage team members different locations within a dynamic e-commerce environment;
  • Market knowledge: advanced knowledge of customer service management strategies, practices and techniques;
  • Advanced proficiency in customer service software and e-commerce savviness: excellent affinity of the e-commerce fulfillment and SME market;
  • Detail-oriented with strong organizational and problem-solving skills.
  • Adaptable & proactive personality who can prioritize, quickly adapt to changing conditions and take care of execution of different projects and operations;
  • Based and authorized to work in the Netherlands with the ability to work on-site in Venray for 50% of the time, and with regular business travel to other locations in the Europe region (possession of a driver’s license and car is strongly desired).

 

Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

 

About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. 

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses — Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.  

What’s more, we’re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW
TO CHANGE WHAT’S POSSIBLE FOR EVERYONE

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

 

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