Customer Service Manager - e-Commerce Fulfillment, Europe

About the role

DPW Logistics is looking for a Customer Service Manager E-Commerce Fulfillment to support our new product, designed with a single purpose: to help small and mid-sized e-commerce businesses scale. By offering technology-driven fulfillment solutions, we enable business founders to focus on what matters most in their operations. DPW Logistics aims to reduce stress and foster growth for e-commerce companies.

We provide a comprehensive suite of fulfillment solutions, enhancing transit times, reducing shipping costs, and delivering top-notch experience to our customers. With a high accuracy rate in order fulfillment and timely shipments, our merchants can rely on us for exceptional service. Your role will have a direct impact on the success of DP World e-commerce fulfilment. 

 

As the Customer Service Manager for E-Commerce Fulfillment, you will lead the charge in delivering an exceptional customer experience, ensuring DP World's customers are consistently satisfied. Your responsibilities will include building, leading, and motivating a dedicated customer service team, developing the Customer Service product, fostering customer loyalty, and setting customer satisfaction goals. You and your team will be the primary point of contact for all customers, playing a crucial role in maintaining a high retention rate. This dynamic role is hybrid, based in the Netherlands, and reports directly to the Director CL Fulfillment Europe.

 

How you will contribute

• Oversee daily operations within the customer service department.
• Address and resolve customer service queries and issues promptly and empathetically, ensuring customer needs are prioritized in every interaction.
• Develop and implement effective customer service procedures, policies, and standards.
• Maintain accurate records and document all customer service activities and discussions.
• Analyse service statistics and prepare detailed reports based on findings.
• Build and lead a dedicated customer service team, including hiring and onboarding new employees.
• Oversee customer service software and stay updated on the latest industry techniques and methods.
• Lead and manage an engaged team, fostering collaboration and ensuring organizational goals and objectives are aligned and translated into SMART targets.
• Act as an ambassador for DP World, promoting and demonstrating positive behaviours in line with DP World’s principles, values, and culture.
• Ensure the highest level of safety in all activities and adhere to DP World’s Code of Conduct and Ethics policies.
• Especially in 2025, there is a focus on designing and implementing processes and projects to finalize the customer service team, tooling and service offering. 

 

What you will bring

• Minimum of 3 years of proven experience in a customer service management role, preferably within the e-commerce and/or B2C fulfillment industry in Europe.
• Vocational or bachelor’s degree in Logistics, Operations, Supply Chain Management, or a related field is advantageous.
• Exceptional interpersonal and communication skills, with the ability to build and maintain strong relationships with customers and internal stakeholders.
• Full professional proficiency in English and Dutch is required; proficiency in German is a plus.
• Strong leadership skills, with the ability to build, supervise, and engage a team across different locations within a dynamic e-commerce environment.
• In-depth knowledge of customer service management strategies, practices, and techniques.
• Advanced proficiency in customer service software and a strong understanding of the e-commerce fulfillment and SME market.
• Detail-oriented with excellent organizational and problem-solving skills.
• Adaptable and proactive personality, capable of prioritizing tasks, quickly adapting to changing conditions, and managing various projects and operations.
• Must be based and authorized to work in the Netherlands, with the ability to work on-site in Venray for and regularly travel to other locations in Europe. Possession of a driver's license and car is strongly desired.