- Collect, systematize, structure and analyze feedback received from clients/businesses and identify the reasons for the formation of negative experiences (mainly systemic problems.) - Identify deviations from target indicators in services, services, processes as part of the formation of target and existing standards for the quality of customer service. (Defect Rate, Service level) - Prepare and implement measures to eliminate the causes of negative experiences, improving/optimizing existing business processes. - Form hypotheses and assign tasks for researching problems to the analytics department. - Develop and coordinate project stages, work deadlines, decompose and prioritize tasks within projects. -Launch and maintain projects, monitor implementation deadlines. Evaluate results. - Maintain project documentation and knowledge bases for projects (schedule plans, technical specifications, functional requirements). - Cross-functional interaction with related departments on issues affecting customer service. (Logistics, warehouse -DS, DC) - Preparing presentations and holding meetings with responsible departments, providing internal feedback on customer complaints and complaints, preparing measures to reduce them and monitoring implementation, incl. efficiency mark. - Study and analyze the customer experience of competitors. - - Implement best practices and continuously improve the quality of customer service.

Building and maintaining partnerships with current Clients of the Company; Comprehensive coordination of interaction between Clients and internal services of the Company. Preparation and prompt provision of information upon requests from clients and internal divisions of the Company. Full information support for clients and internal divisions of the Company;Constant monitoring of the level of customer service, both in terms of communication on the part of operational managers (receiving feedback from the client) and in terms of service provision (KPI analysis, finding out the reasons for non-fulfillment, developing, together with the operations unit, corrective measures and preventive measures;

Communication with the project team/subcontractor collecting data on planned delivery volume (daily/weekly/monthly) Daily control after delivery of goods to warehouses in Russia Order of transportation to stores, warehouses Control after orders for transportation prepared by project team. Support 3PL provider and subcontractors with communication Support of return, control of picking when returning. Search, selection and work with LSP and own transport. Control of transport from the moment of loading to unloading at the client, tracking the delivery of goods; Control of new shipments acceptance at warehouse, work with claims Informing supplier regarding discrepancies in shipments discovered at warehouse Daily control of Local hubs movements In\Out, support in discrepancies Daily communication with 3PL warehouse regarding discrepancies Optimization of transportation costs; Registration and control of documentation. Settlement of disputes (wrong deliveries, poor-quality delivery) Support all operations in warehouse and transport logistic. (WMS, SCM) Training and prepare operational guide for new employee. Stocktaking and warehouse inspections every quarter.

-Purchasing -Logistics -Communications with suppliers -Control of stock balances (row materials) -Development of new products

Manager of translation projects

Administrative position