Customer Experience Specialist (Delivery)

Trendyol Group

Join us and be a part of this exciting opportunity!

Join us and be a part of this exciting opportunity!

Our purpose is to create the greatest positive impact in our country and ecosystem by enabling commerce, empowered by technology!

We are a Tech company - Technology is the driver, e-commerce is the outcome. We were established in 2010 to provide a seamless e-commerce experience to our customers and SMEs. In ten years, we became the largest e-commerce company in Turkey, as well as one of the leading global platforms. Trendyol is the 1st Turkish company to achieve the decacorn status and the most valuable private internet company in the EMEA region. 

We will continue to grow with Trendyol Tech; one of the leading R&D centers, our last-mile delivery solution (Trendyol Express), instant grocery and food delivery through its own courier network (Trendyol Go), digital wallet, consumer-to-consumer channel (Dolap) and many other services. We are scaling fast and profitably, expanding into international markets.

Our culture is at the core of everything we do. Focused on results, keeping our customers first, we always work for better and always test, iterate and improve. We learn from our mistakes, direct and open feedback is at the core of our culture. If you want to learn, grow and deliver; are result-oriented, love teamwork, appreciate open communication, learning and iteration, and make decisions with data, Come, join our tribe!

Operations Team is the center of operations at Trendyol! The team manage end-to-end operation activities and development processes in the competitive marketplace. These are five main disciplines within Operations Team: Warehouse Management, Delivery, Supply Chain, Operational Excellence and Warehouse Projects & Optimization. In the end, we are all working towards the same goal: to create an excellent experience for our customers at Trendyol.

YOUR PROFILE

• Bachelor’s degree from reputable universities (engineering, business administration, economy etc.)
• Experience in service and logistics sectors is a plus
• Having an analytical mindset, customer and result-oriented approach
• Relationship management & interpersonal skills
• Customer and solution oriented

YOUR CHALLENGE

• Direct and coordinate 3PL partners to improve the delivery experience
• Providing a single point of contact and escalation for delivery partners
• Analyze delivery experience KPIs on a daily basis to eliminate defects
• Contribute ideas towards improving the Trendyol delivery experience, as well as back end processes and procedures.
• Analyze delivery related customer complaints, define pain points and take actions with a collaborative approach
• Keep up with industry trends and best practices.
• To accompany operational excellence projects on behalf of the delivery customer experience team

WHAT IS IN IT FOR YOU?

• Opportunity to take responsibility from day one, improve your skills and learn continuously
• Open communication, teamwork and strong company culture
• Strong focus on talent, not titles!
• Chance to shape the future of e-commerce and experience agility at its best!
• Being part of our cross-functional, diverse and dynamic team.