Overview of Role:   

As a key member of the Global Logistics team, you will coordinate service requests and claims from our global customers based in ROW and NA markets.  As such the working times will be from 12 -21.00

Primary responsibilities:

• Handle all service requests issued by CS and liaise with carriers to retrieve delivery information, submit a complaint, follow up on cases and resolve an issue. 
• Deal with claims, lost parcels, damages, reimbursement requests to carriers. 
• Act as first point of contact for global service requests and as an extension of our customer service function.   
• Liaise with CS team as needed to ensure quick answer to customer and reduce overall service requests.  Work with our Courrier Exception App and Reverse Logistics Coordinator to enable this. 
• Process information: compiling and verifying information or data from CS and carriers. 
• Get Information: observing, receiving, and otherwise obtaining information from all relevant sources. 
• Prepare weekly overviews and analyze data: handled requests, recurring issues etc...
• Monitor KPIs and identify root causes of recurring issues to drive operational improvements.
• Create action plans and discuss improvements from a service request point of view to both care teams and carriers. 
• Support escalations by providing timely updates, clear documentation, and structured resolutions.
• Contribute to improving customer satisfaction by ensuring fast, accurate, and professional service handling.
• Conduct meetings with partners (Carriers, LOX) to discuss all concerns and work on improving the service level that is being provided to NP and our end customers. 
• Work with internal systems to retrieve required information and provide feedback in a structured way (Oracle, Connectship, …).   
• Resolve an array of issues regarding delivery. 
• Work closely with internal stakeholders and inform them of all changes, issues, and potential concerns. 
• Advise on improvements. 

What we need from you:

• Experience in a customer facing environment, preferably with Logistics carriers.  
• Excellent communicator both verbal and in writing. 
• Fluent in English, both verbal and in written.   Additional European languages (FR, DE, IT) is a bonus. 
• Strong negotiating and problem-solving skills. 
• Excellent time management and organizational skills. 
• Pro-active communication style with hands-on attitude and sense of urgency. 
• Ability to work under pressure with rapidly changing priorities and meet strict deadlines. 
• Presence in the office required, WFH to be discussed with line manager. 
• Proficiency with Excel, ERP systems, Word and PowerPoint. 
• Not afraid to challenge status-quo and question why things are done the way they are.   

Our values:
 

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement: 

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented: 

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions,and to receive other benefits and privileges of employment. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.

To learn more, visit: www.PENS.com 

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​

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