Matsmart - Motatos

Customer Support

• Lead the external outsourced customer support service partner
• Hold the support partner accountable for SLAs, KPIs, tone of voice and escalation handling across support, NPS, reviews and social media
• Handle complex customer cases and keep processes and manuals up to date
• Develop and elevate the customer journey
• Drive service improvements, self-service solutions, automation and tooling
• Set yearly OKRs and translate customer feedback into actionable business cases
• Own relationships with carriers
• Monitor carrier performance, negotiate contracts and approve invoices in collaboration with the warehouse in Örebro
• Partner with the automated warehouse in Örebro to improve packaging, minimize transit damages and safeguard delivery promises
• Own the customer service budget across markets
• Monitor cost-per-order and carrier invoices and identify freight optimization opportunities
• Channel customer insights, sentiment data and survey results across logistics, legal and commercial teams
• Lead operational coordination during product recalls
• Report directly to the Chief Operating Officer (COO)

Explore Customer Support – Carrier Manager at Matsmart - Motatos. Review requirements and application details.

Open roles

Customer Support – Carrier Manager