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Job Summary: Play a key role in managing and enhancing the eCommerce customer experience, ensuring customer satisfaction with the FN Fulfillment Network. Key Highlights: 1. Manage and enhance the eCommerce customer experience 2. Lead customer relationships and provide strategic advisory support 3. Resolve complex requests and critical situations in daily operations **About DHL** ----------------- **Connecting People, Improving Lives.** Become a DHL professional and secure the essentials of your daily life through our best-in-class benefits—we prioritize your safety, health, and that of your family. Build your career with us and seize opportunities to grow through multicultural experiences and challenges that will inspire you every day. This won’t be just another job—it will be your chance to make a positive impact on the environment and on people both inside and outside DHL. As a global company, we value the diversity of our employees as a true strength—and this strength can only be fully leveraged when everyone feels they can truly be themselves every day, regardless of ethnic origin, religion, sexual orientation, gender, disability, or any other personal characteristic. That’s what we mean by inclusion. Diversity is our strength. Being DHL means maximizing your potential. This position is for Suppla S.A. **Role Objective** -------------------- Play a key role in managing and enhancing the eCommerce customer experience, ensuring customer satisfaction with the FN Fulfillment Network. Responsible for leading customer relationships, providing strategic advisory support and ongoing assistance to both customers and frontline service and operations (warehouse) teams on a daily basis. Additionally, manage new requirements, ensure their proper implementation, and lead joint follow-up and review sessions with customers alongside the Commercial Manager and Site Administrator. **Responsibilities and Scope of the Role** --------------------------------------- * Provide expert knowledge on carriers, products, and customer service processes. * Advise the customer service team on handling customer inquiries and requests. * Resolve complex requests arising in daily business operations. * Oversee customer complaint management, ensuring appropriate handling by customer service, carriers, and warehouses. * Ensure compliance with Customer Service standards. Drive continuous improvement of tools and templates used in processes. **Contribute directly to customer satisfaction.** * Actively participate in customer meetings, commercial reviews, and operational calls, coordinated with Site Managers and Commercial Leads. * Monitor and ensure adherence to service standards in responses managed by the customer service team. * Analyze root causes of recurring incidents during operations execution and lead resolution jointly with involved departments. * Align customer change requests with Sales and Projects teams, ensuring appropriate prioritization. * Manage and implement change requests in coordination with Operations and Technology (IT) teams. **Handle and resolve critical situations** * Timely manage low-complexity customer service escalations, ensuring appropriate resolution. * Train and guide customers on their role and contribution toward developing efficient and profitable operations. * Support customers and operational teams in resolving incidents, ensuring high operational quality standards. **Finance and Projects** * + Small-scale: Implement customer change requests (as projects) in cooperation with IT, Sales, and Operations. **Requirements to Apply** --------------------------- * Portuguese: Advanced/Professional level (spoken and written) **– mandatory** * English: Advanced level (spoken and written) **– mandatory** * Degree in related fields such as Industrial Engineering, Logistics, International Business, Business Administration, or Economics. Specialization (desirable) in Marketing, Project Management, Commercial Management, or Customer Service. * Minimum 3 years’ experience in customer service and support roles, account management, logistics fulfillment operations, and last-mile delivery. * Customer-focused experience, ideally within an international environment and in the logistics sector (e.g., customer service, sales). * Prior experience or strategic engagement with IT, process management, project management, and organizational skills. * Experience and ease working across multiple cultures. * Analytical skills, strong planning ability, and problem-solving orientation. * Knowledge of the eCommerce market and its requirements. * Strong process orientation with a consultative/collaborative approach. * Work mode: Hybrid (Office near the airport).
