In this role, you'll be responsible for overseeing and monitoring the smooth movement of parcels from merchants or Global-e hubs to the carriers. This includes coordinating with carriers, collaborating with various internal and external teams, and proactively resolving issues. You’ll work closely with our Tech team to troubleshoot problems and respond to Customer Service queries via Zendesk. In addition, you’ll handle carrier exception reports and play an active part in ensuring seamless delivery operations.
Responsibilities:
- Respond promptly and efficiently to Zendesk tickets.
- Follow up with carriers to ensure timely resolution of open cases.
- Monitor and resolve FTS (Failed Transfer to Shipping) and Address Validation issues.
- Manage one or more of the daily carrier exception reports.
- Escalate issues proactively when needed.
- Provide coverage for team members during vacations or absences.
- Stay up to date with all carrier processes, reports, and contacts to support team coverage.
- Review service alerts from carriers and adjust responses accordingly.
- Stay informed of new features and updates from each Sprint release.
- Participate in regular Operations team meetings and contribute insights.
- Over time, take ownership of monitoring performance reports for specific merchants.