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Sr. Customer Experience Manager

Coupang, Seoul

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Mission

• Ensure the right parcel are delivered to the right location on time and at a good cost

Responsibilities

• Ensure consistent delivery of high quality service and support solutions
• Ensure consistent timely resolution of customer issues especially in logistics field.
• Drive initiatives to improve logistics/transportation of service parts to/from stakeholders.
• Provide consistent and accurate follow up with customer concerns and issues
• Make independent decisions and commitments to customer on support issues on a real time basis
• Work with customer, engineer, logistics/transportation team members to provide deliverables to enhance customer

Competencies

• Understand the various operations across Global Operations
• Ability to work with ambiguous problems
• Able to manage daily support aspects taking ownership for customer satisfaction
• Ability to manage customer relationships through performance reporting and metrics

Requirements

• Minimum 4 years industry in e-commerce
• Solid understanding of supply chain and logistics
• Well-versed in data analytics and familiarity with visualization tools
• Must be detail-oriented and have aptitude for solving unstructured problems. The role will require the ability to extract data from various sources and to design/construct/execute complex analyses to derive business solutions.
• Excellent verbal and written communication skills; ability to communicate concisely and adapt to audience
• Extremely well-organized and experience managing large-scale projects

Job details

• Teams:
• Location: Seoul, Republic of Korea
• Job Family: GO Logistics