About us
Every day, the complex challenges of global shipping and logistics bring growing pains that fast-growing online brands struggle to negotiate.
Getting products into the hands of customers quickly and affordably is a challenge for most.
At Auctane, we serve and champion these merchants every day.
Our software stack solves shipping and logistics problems that arise as merchants scale, so they can focus their time, energy, and resources on what matters most.
Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe.
The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink.
Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
Our vision: to facilitate online shipping around the world
Our mission: helping online stores offer a great delivery experience.
Our values: making our inclusive and proactive company culture our core guide.
- Earn it - Without trust, we can't grow.
We earn trust from our teammates, customers and partners through hard work and great results.
- Do it - Act, accomplish, repeat—that's how we achieve our shared vision.
Our team doesn't overthink it, we are simply shipping by simply thinking!
- Live it - We're at our best when we're challenged, learning and having fun.
Our Customer Service Crew
This team is making it possible that Packlink leads shipping services in Europe, working in 10 different countries.
The team's mission is to delight our customers by effortlessly providing solutions; that is providing a simple and resolute customer service experience.
We are growing fast, meaning that our customer service department will face strong new challenges to support business growth and will need to integrate new talents into the team!
What will be your goals?
- Participate in the definition and implementation of processes and tools between Packlink and the vendor to ensure operational excellence and a great customer experience.
- Participate in the management of the vendor relationship to ensure that performance is optimized.
- Oversee the vendor day to day performance management by preparing weekly reviews and reports, quality calibration and monthly business reviews and reports.
- Monitor the performance of vendor supervisors and vendor staff to meet performance goals within designated timelines and financial constraints.
- Monitor the planning, development, and implementation of specific projects, assigning tasks to personnel to fulfill contractual or organizational obligations.
- Train customer service team in vendor's facilities.
Develop and keep the internal Customer Service Knowledge Database up-to-date.
- Engage in active problem-solving of activities, events and occurrences that take projects off course and report to CS Director.
- Meet regularly with vendor CS staff to communicate information, needs and requests to other team members as appropriate.
- Adhere to Quality Standards of Excellence and provide strategies to ensure that they are followed by all vendor staff.
What are we looking for?
Are you passionate about customer service?
Do you have a background of leading a customer service team and ensuring the achievement of the department KPIs?
If so, this Customer Service Manager could be for you.
To be successful in this role, you should have experience in managing a team of 20 support agents, strong collaboration with Sales, Marketing and Product and a strong focus in analyzing and solving problems.
We are looking for a customer-oriented, trustworthy, professional to contribute to deliver real value and results, putting our Client's needs at the heart of everything you do.
As a Customer Service Manager, the most important goals will be leading and motivating the UK Customer Services team, keeping the department running in an efficient manner.
The skill-set
- Improve customer service experience
- Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
- Coordinate the operation on a daily basis.
- Maintain an orderly workflow according to priorities.
- Analyse statistics and compile accurate reports.
- Empower and engage the mid-management team.
- Recruit, mentor and develop customer service agents in partnership with the HR team.
- Nurture an environment where they can excel through encouragement and empowerment.
- Drive quality and consistency.
- Effective summary and reporting to meet requirements of senior audiences.
- Continuously evaluating progress & enriching information to effectively & professionally communicate to multiple audiences within Ingenico & customer organisations.
- Management of the technical team across different departments, in a matrix organisation.
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