SwagUp’s success revolves on creating a customer-friendly experience throughout the journey, all the way through when packages are delivered to the end-consumer. As a rapidly growing company, we are continually re-evaluating the way we operate, and building operational capabilities and optimizing the customer experience along the way.
The E-Commerce Logistics Manager will be core to managing all aspects of the customer experience related to shipping and receiving packages. This includes overseeing carrier performance, seamless and compliant customs importation, and customer communication of status updates. Given the close ties of a successful delivery to the customer satisfaction, this role will have meaningful visibility in the company. In addition, the role will involve extensive collaboration with nearly every department - most notably with CX, Warehouse Operations, and Product Management, but also with Sales and Finance.
Manage all aspects of carrier relationship - performance reviews, holiday planning, contract negotiations
Manage customs and duties compliance for outbound customer shipments
Report on carrier service levels, and apprise management team on performance, customer expectations, and potential issues
Optimize carrier selection and routing guide based on service levels and pricing
Identify and assess opportunities for new logistics solutions such as zone skipping
Ensure carrier invoicing accurate, and credits or refunds due are issued
Partner with CX Director to optimize customer communications related to tracking shipments and status updates
Manage workflows for CX team related to logistics - researching shipment status, troubleshooting issues, and requesting change of address or return to sender
Support optimizing inbound shipments via LTL or other consolidated services
Years of experience: 6-8
Experience working with high-growth e-commerce companies (B2B or B2C)
Experience negotiating with carriers and managing all aspects of parcel shipping
Experience defining performance targets, developing and distributing reports, and communicating insights to management team
Demonstrated cross-functional collaboration with CX and product management teams to develop new workflows, customer communications, and system capabilities
Experience leveraging customs brokers and logistics consultants to develop solutions that are cost-optimized and compliant
WHAT SUCCESS LOOKS LIKE
Your opportunity to be crystal clear:
Ensure the best possible customer experience related to shipping of packages - on time, at the right service level, and well communicated throughout the process
Negotiate with our carriers to have tightly managed pricing and terms, and gaining incremental discounts as we continue to build scale
Build alignment with internal teams to support both proactive and reactive customer communications
SwagUp welcomes and celebrates talent from all backgrounds and perspectives. Our success is directly correlated to our people, and we believe our team should reflect the diversity of the companies we partner with. As an organization, we strive to foster an inclusive, diverse environment where we all work towards a common goal! #tothemoon
Telecommuting is allowed.
3.5 Years, 110+ Employees, 2000+ Customers, 5000+ Orders, 100% Bootstrapped
SwagUp brings simplicity and quality to the world of branded swag. We focus on creating high-quality swag packs for employee onboarding, client appreciation, event gifting, and more. We pair SwagUp's proprietary centralized dashboard and API with our warehousing and fulfillment services to ensure swag is delivered where you want it, when you want, without having to break a sweat.