Fulfillment Customer Experience Analyst

This role focuses on analyzing and improving the complete journey of a customer's order. It combines data analysis, process optimization, and collaborative efforts across various departments to ensure the delivery of orders is accurate, timely, and meets customer satisfaction.

Get ready to

  • Analyze customer feedback, returns, and complaints related to fulfillment to identify trends and areas for improvement
  • Monitor KPIs such as delivery times, order accuracy, and customer satisfaction scores
  • Prepare and present regular reports on fulfillment performance and customer feedback to management and relevant teams
  • Collaborate with the fulfillment center, logistics, and inventory teams to streamline processes and reduce order turnaround times
  • Implement best practices in packaging, shipping, and handling to minimize damages and returns
  • Identify and recommend technology solutions to automate and improve fulfillment processes
  • Work with the customer service team to ensure timely and effective communication with customers regarding their orders
  • Develop strategies to enhance the post-purchase experience, including proactive communication about order status and handling inquiries efficiently
  • Coordinate with IT, marketing, and product teams to ensure a seamless customer journey from website navigation to product delivery
  • Participate in cross-departmental meetings to align fulfillment strategies with overall business objectives
  • Conduct regular reviews and updates of fulfillment policies and procedures
  • Facilitate training and development programs for teams involved in the fulfillment process

We expect you to

  • Have at least 2-3 years of experience in e-commerce fulfillment, customer service, or a similar role
  • Have strong analytical and problem-solving skills
  • Have an excellent communication and interpersonal abilities
  • Be proficient in data analysis tools and software (e.g., Excel, Looker)
  • Know e-commerce platforms and fulfillment technologies
  • Be detail-oriented and able to manage multiple projects simultaneously
  • Have a strong customer-focused mindset
  • Be an innovative thinker with a drive for efficiency and process improvement

What we offer

  • Enjoy a generous monthly budget to expand your skills and knowledge. We invest in the development of our people and make sure you're always at the top of your field
  • Our modern office, located in the heart of Vilnius city center, is designed to boost creativity and comfort
  • Freedom to work from any location. We understand the importance of work-life balance and offer the flexibility to choose where you're most productive
  • We provide a clear path for career progression, recognizing and rewarding your hard work and achievements
  • Join a team of talented, friendly, and passionate professionals
  • Enjoy team parties, workations and other fun activities
  • Receive a competitive salary from €3,300 gross per month, depending on your experience

Interested? Apply now!

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