Customer Support – Carrier Manager

Matsmart - Motatos

. Lead the external outsourced customer support service partner .

Posted 11/7/2026full-timeStockholm • SwedenMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service management and logistics operations, with a strong focus on performance metrics, supplier negotiation, and budget management. Proficient in driving service improvements and leveraging customer insights to enhance the customer journey.

Highest-signal resume keywords

Customer Service ManagementSupplier Performance ManagementBudget ManagementNegotiation SkillsAnalytical Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey DevelopmentKPI MonitoringContract NegotiationFreight OptimizationOrder Management Systems

Soft Skills

Clear CommunicationAccountabilityRelationship ManagementInsight-Driven ImprovementConfidence in Conversations

Tools & Technologies

BI ToolsAutomated Warehouse Systems

Industry Keywords

LogisticsTransport OperationsE-CommerceNordic Parcel CarriersCustomer Support

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

Several years of experience in customer service management, logistics or transport operations, ideally a combination of both
Proven experience managing external suppliers or outsourced teams and holding them to clear performance targets
Track record of negotiating commercial agreements
Strong analytical mindset and comfort working with KPIs, budgets, case data and invoices, including BI tools
Professional fluency in Swedish and English, both written and spoken
Bonus: experience with Nordic parcel carriers
Bonus: background in e-commerce, ideally in a Nordic multi-market setup
Bonus: experience with order management systems (OMS)
Structured, accountable and clear communication style
Drive to turn insights into improvements
Confidence handling demanding conversations with partners while maintaining strong relationships

Benefits

Comp & perks

A hybrid workplace with the opportunity to work remotely 50% of the time
Snacks-filled office centrally located at Skanstull in Stockholm
Attractive benefits package
Five extra flex days off on top of the 30-day vacation policy
30-day vacation policy
Freedom, responsibility, and variety in the role
Social and friendly work environment
Opportunity to contribute to a food-rescuing mission and profitable growth journey