In the dynamic world of logistics, gaining insights from those at the forefront is invaluable. Today, we're thrilled to delve into the experiences of Lena-Marie, a dedicated Customer Operations Manager at Seven Senders.
She plays a pivotal role in ensuring seamless customer experiences and overcoming challenges in the e-commerce landscape. Let's hear directly from Lena about her role, challenges, and how Seven Senders fosters her professional growth.
Please describe your job as Customer Operations Manager at Seven Senders
As a Customer Operations Manager (or COP as we internally call it), I'm the bridge between our existing customers and the operational facets of our services. It's my responsibility to address any active queries, concerns, and issues our customers might have. As an internal advocate for our customers, my position requires me to develop a deep understanding of my client's needs and goals in order to provide them with the best customer experience.
Proactively monitoring KPIs such as total volume and lead times, I collaborate closely with diverse teams, including Freight Ops, Supply Chain Management, Key Account Management, Country Management, and Product & Tracking, to maintain our commitment to operational excellence.
“My position requires me to develop a deep understanding of my client's needs and goals in order to provide them with the best customer experience."
What current challenges are you facing?
A proactive approach is vital in the current landscape, marked by its unpredictability. Monitoring my customers' lanes closely and tracking performance allows me to be one step ahead. A slight performance deviation triggers communication with our teams or colleagues managing carriers and freight forwarders. Given our intricate network, staying attuned to new processes and products is essential. This involves constant interaction with cross-functional teams, ensuring we remain agile and responsive to evolving requirements.
How does Seven Senders support your professional development and growth?
My journey of growth with Seven Senders has been invigorating. Over my ten months here, I've witnessed the company's efforts to nurturing talent. With my recent promotion, I've realized that setting goals, discussing expectations, and evaluating successes are collaborative efforts. Through bi-weekly 1:1s, my team lead provides guidance and helps overcome challenges. Taking on additional responsibilities, like closely monitoring the performance of customers utilizing Zalando as their marketplace, has greatly accelerated my professional development. While Seven Senders is highly supportive, I firmly believe that personal initiative remains an essential driving force.
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