Hi there! Do you want to be a part of our adventure? Are you mission-driven, not afraid of change, willing to go the extra mile, and have a can-do attitude? And most importantly, do you thrive at a small, fun, international and growing company, with ambitious goals! Then we are looking for you!
O My Bag is looking for a Customer Experience & Logistics Manager who gets excited about improving processes, analyzing data and working on tons of projects!
Your main responsibilities Customer Experience: You coordinate and manage our entire CX department:
You are responsible for managing the (growing) customer experience team, including management of our CX Associate and Operations Intern;
You are responsible for monitoring and reporting on all customer experience KPI's, budgets and priorities;
You take initiative to improve our customer experience by evaluating our processes and being constantly on the lookout for what we can do better;
You take ownership of various projects to improve our customer experience;
You make sure all CX-related process guidelines and website FAQs are up to date. That way you’re making sure our customers don’t even feel like they need to reach out to us ;)
You ensure that all return and refund requests are handled promptly and securely.
You oversee our repair process, manage the contact with our repair services, and report bi-weekly to our production team regarding repair trends and data.
Logistics: You are fully responsible for our complete outbound logistics flow from warehouse to our B2C & B2B customers:
Your manage the day-to-day contact with our logistics partner. If a team member has a question related to our warehouse or shipping, you're usually the person to reach out for an answer;
You report on logistics KPI's and priorities to the Head of Operations and identify areas for improvement.
You know the ins and outs of our online shipping portal and pro-actively make changes and improvements where possible;
You make sure that all products in our warehouse live up to O My Bag quality standards;
You're accountable for the choice of shippers we work with, our in-time shipments, and for managing our shipping costs;
You make sure that all packaging materials match our style and are always in stock;
You oversee and optimise our return process and keep an eye out for ways to prevent returns;
You do all kinds of projects to improve our outbound shipping process and are always on the lookout for processes to be optimised.
* About you*
You have at least 3 years of experience in a similar role;
You have a HBO/University degree;
You have excellent knowledge of both English and Dutch language, both spoken and written;
You're eager to learn, understand the core values and culture of O My Bag and reflect these in all efforts;
* You love examining what's there to improve and taking ownership of projects to make our processes better;
You have experience with data analysis and know your way around a dashboard or spreadsheet;
You enjoy solving problems. You love taking on difficult challenges and finding creative and innovative solutions. If you don’t know the answer, you’ll dig until you find it;
You are proactive and hands-on. You have a can-do mentality and always look for opportunities to improve;
You nail the O My Bag tone of voice and communicate in a friendly and positive way;
You're interested in improving the world of fair trade fashion.
* What we offer*
Maximum excitement! You will be working in an international environment that is fully engaged in supporting the high-growth plans we have all across the globe;
We are based in the centre of Amsterdam in the buzzing ‘The Pijp’ area, currently building up our new office!
An opportunity to change the world. By making beautiful bags we generate a real impact for people that live in poverty and we change the leather and fair production industry;
An opportunity to grow! You receive a personal budget and we organise multiple trainings a year with the full team;
Shop discount & personal budget for bags that not only make you happy but also the world around you;
Employee discount on a OneFit subscription.
Pension scheme with Brand New Day;
A Macbook to do all your work on and to avoid paper as much as possible (or a monthly compensation if you already have your own Macbook)
Great fresh, vegetarian lunch with the team is served daily.
* About O My Bag* We are changing the leather and fashion industry by creating fair job opportunities and connecting producers in small communities to the global market. We own two stores in Amsterdam and you will find our bags all over the world.
"Hold my bag I have to apply" Are you excited to join our adventure and make a difference? Apply now! For any questions you can contact our HR Advisor, Iris (firstname.lastname@example.org; please use 'Customer Experience & Logistics Manager' in your title). We always try our best to reply within one week. However, due to holidays you can expect a reply as of the 19th of September.