Customer Service 2nd Line Agent with English

As our Customer Service Agent, you will support the day-to-day operations within the parcel shipping environment, dealing with daily customer requirements, and managing/overseeing the performance of our parcel shipping providers or any other external service provider. As a team member, you will continuously optimize relevant business processes.

You will:

• Deal with daily customer & carrier inquiries in the parcel shipping environment
• Daily monitoring the in- and outgoing parcel flow.
• Daily monitoring and managing the return flow coming back in to the hub.
• Communicate & Align with internal departments such as Finance, Warehousing, Transport Management, Line haul trucking
• Investigate and resolve customer claims, including tracers and claims related to lost or damaged parcels. This includes thorough documentation and follow-up to ensure a satisfactory resolution for the customer.
• Generate daily/monthly reporting for customers and of carrier performance [KPIs]
• Handle incoming queries within a ticketing system, where certain targets need to be reached. The incoming tickets need to be handled within a certain response time due to set-up SLAs

We offer:

• Naturally, you will receive a salary that matches your work experience
• 23 vacation days per year
• Meal tickets
• Private medical subscription
• 20% discount on all vidaXL products
• Vacation vouchers
• Discount on ESX Subscription
• Opportunities to develop yourself

We ask:

• Of course you need to speak the English language fluently to be able to serve our English customers as best as possible
• It is also important that you live in Romania and are allowed to work in Romania, otherwise you will not be able to join our team;.
• One day/month to work from our office in Cluj-Napoca;
• Experience in the transportation industry or transport-related logistics department, knowledge of the parcel industry [ideally work experience with parcel carriers], and advanced Automation Skills in Microsoft Office 365 Applications are nice to have.

Why vidaXL

vidaXL is a major player in the ever-growing world of e-commerce. Since our foundation in 2006, we've expanded our global reach, serving millions of customers with a vast selection of products for every aspect of their lives. Our bold and down-to-earth approach sets us apart. We embrace challenges, take chances, and try new things every day, all with the goal of providing the best possible experience for our customers.

We believe in our people, and we love to invest in their personal growth. We offer the freedom to seize opportunities, thrive, and grow alongside a global e-commerce leader.

Want to join us?

We look forward to your application! For more information, contact our Talent Advisor: Ana Cîrstoiu

M | [email protected]

* An assessment will be part of our recruitment process

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability