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Hub Ops Manager

  • Location

    Los Angeles

  • Sector:

    Operations & Finance

  • Salary:

    Market Competitive d.o.e.

  • Contact:

    Tom Layzell

  • Contact email:

    tom@intelletec.com

  • Job ref:

    TL19/2

  • Startdate:

    ASAP

Hub Ops Manager

 

Our client delivers millions of packages delivered around the world daily and is fast becoming the world’s most trusted provider of seamless, risk-free cross-border e-commerce solutions. Enabling merchants to dramatically increase their international sales by deeply localizing customer experience. Making selling globally simple and effective reaching over 1 billion shoppers in more than 200 destinations worldwide.

They now require a Hub Ops Manager, primarily to oversee and monitor the movement of parcels from merchants through their hub and then successfully to the carrier. This involves actively visiting and working within a 3PL environment. Visiting merchants to teach them and their operatives the process for the merchant hub and hybrid eCommerce solutions. Duties include liaising with the Tech Teams to solve issues and answering CS queries through Zendesk. The ideal candidate will also be expected to work on all carrier exception reporting. You must be a team but also confident in working alone and making time-critical decisions.

 

Experience

 

Ideally have a background in either a Carrier or e-Commerce, experience in B - C International shipments. DG Certification would be an advantage. You need to be open to learning a new bespoke system. Excel is a must. Knowledge of Zendesk or a similar Customer Services tool would be beneficial but not critical, as long as you are open to learning new systems and ideas. Peak planning knowledge would also be an advantage.

 

The following list is not exhaustive but gives an indication of the day to day activities:

 

  • Be proficient in each carriers exceptions reporting and be able to complete each report, in doing so create Zendesk tickets to internal stakeholders

  • CS & Tech and where necessary external CS teams

  • Understand and be able to sort out Exceptions at the hub

  • Holiday coverage for the other team members in Ops in the UK, France and USA

  • Join the monthly carrier performance meetings along with other team members for input

  • Be able to interpret merchant performance reporting

  • Liaise and deal with any carrier collection issues from the hub

  • Be able to interrogate internal systems

  • Monitor incoming orders to the hub and escalate to the merchant missing shipments

  • Monitor hub performance

 

Job Requirements:

 

  • Bachelor’s Degree preferred, 1 year experience

  • Strong business and financial acumen

  • Strong analytical skills

  • Ability to work effectively as part of a team and independently

  • Ability to solve problems quickly & effectively, able to adapt to change

  • Strong written and verbal communication skills

  • Strong organization and time management

  • Proven abilities to manage multiple accounts at a time

  • Proven track record of exceeding expectations

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

 
Tom@intelletec.com