E-commerce Operations & Customer Experience Team Lead

TOTEME is looking for an E-commerce Operations & Customer Experience Team Lead to join the Stockholm office. In this role you will be responsible for TOTEME’s customer service experience. You will lead the team of Customer Experience Representatives as well as the operational processes that secure customer satisfaction as a whole, making sure that www.toteme-studio.com offers best-in-class customer experience at all touchpoints. You will report to the E-commerce Manager and will work closely with the Logistics and Finance departments.



The role

  • Customer experience  

    • Lead a team of ~4 Customer Experience Representatives
    • Continuously improve TOTEME’s customer service experience to drive customer satisfaction and retention
    • Take ownership of customer issues and follow problems through to resolution. Act as the first point of escalation for more complex issues
    • Develop service procedures, policies and standards
    • Recruit, mentor and develop customer service agents, and nurture an environment where they can excel through encouragement and empowerment

    E-commerce operations 

    • Monitor and continuously improve our e-commerce delivery and payment offerings across geographies and customer segments. Work closely with the e-commerce, supply chain and finance teams
    • Collaborate closely with warehouses to ensure efficient order fulfillment and returns flows as well as tackle unforeseen issues that may appear
    • Work with key stakeholders to manage e-commerce operational issues such as lost parcels and claims while maintaining and improving TOTEME’s customer experience
    • Ensure customer returns are tracked, reported and analyzed, and work with the wider team to define and execute actions to minimize e-commerce returns
    • Take ownership in identifying and preventing fraudulent customer behavior on our e-commerce sites
    • Work closely with e-commerce and tech teams to optimize everyday workflows and routines, operational processes, and technical integrations
    • Support marketplace operations


Your profile 

  • A few years of experience in e-commerce logistics or a similar area
  • Experience in customer service including complex issue resolution/second-line support – preferable


About you

  • Passionate about creating excellent customer experiences through top-of-the-line e-commerce operations
  • A genuine interest in the operational aspects of e-commerce i.e. the supply chain and finance side of things
  • Understand and embrace TOTEME’s culture and values
  • Solution-oriented and hands-on with the ability to work under pressure and in a fast-past environment
  • Business and results-oriented with a commercial drive
  • Data-driven approach and digital savvy (analytical with an understanding of information and data)
  • Strong team player with a positive outlook
  • Growth mindset: able to develop new and agile ways of working
  • Bring new perspectives, have an innovative approach and challenge current processes
  • Self-motivated, responsible and confident

 

This is a permanent, full-time position based at TOTEME's Stockholm office with an immediate start.

Apply now


 
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