Role: Quality Assistant Manager for growing cross border e-commerce logistics specialist
We are looking for someone who fully embraces 'best in class' service to help manage our growing and friendly team. Our client prides themselves on making a difference to their customers and being a step above the competition in their quality, care, and attention.
You will monitor 100% of the customers' parcels throughout the whole process, monitoring all touch points including flight delays, clearance issues, updates, final mile delivery, etc.
The role is Mon-Fri 9am-5.30pm with a 1-hour unpaid lunch-break. Please note this is a remote role, so you must be comfortable working from home & have your own internet connection & office furniture (computer equipment will be provided by the company). Occasional travel into the office/meeting location will also be required. Ideally South East based, as the majority of the Team of 8 are based in Essex.
Responsibilities:
1. Lead, motivate and support a team of Quality Analysts to achieve their full potential.
2. Monthly 1:1s mentor, coach and inspire team members to achieve success.
3. Set and monitor the team's work schedules to ensure tasks are completed daily, managing overtime where necessary (including the team's weekend cover).
4. Provide annual leave and sickness cover to the Senior Network and Quality Manager.
5. Manage the internal Outlook inbox, prioritizing urgent tasks and managing accordingly.
6. Act as an escalation point, to take ownership and be proactive in achieving solutions.
7. Ensure 'best in class' Quality is being delivered to our clients' customers.
8. Issuing Service Alerts internally when performance will be impacted, ensuring they are kept up to date and resolved in a timely manner.
9. Oversee performance with our carriers, monitoring trends and picking up on discrepancies taking action if falling out of schedule.
10. Assisting the Senior Network and Quality Manager on managing escalations, projects, reporting, and attending meetings where required.
11. Willing to undertake any other duties in relation to the Quality team as may be reasonably required.
Essential Attributes:
1. Previous experience in Quality preferred but not essential.
2. Genuine passion for Quality and analyzing trends.
3. Previous experience working within a cross border international e-commerce environment.
4. Great attention to detail.
5. Excellent listening, questioning, and communication skills.
6. Ability to lead and motivate staff, coaching and mentoring them to achieve their full potential.
7. Ability to work under pressure, remaining professional and positive.
8. Pro-active approach to problem solving and decision making.
9. Attention to detail, checking systems and spotting discrepancies.
10. Ability to prioritize and multi-task.
11. Ability to handle escalations and projects without fear of challenge or change.
12. Flexible & resilient team player. You will be expected to adopt a sleeves-rolled-up attitude.
13. Proficient computer skills (Outlook, Word, Excel, Internet usage, etc.).
Salary: £35,000 to £40,000
Benefits: 25 Days holiday, Pension
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