Who we are

The Europe Sales & Service Desk is a new team within the Castlegate Forwarding (CGF) organization that will be responsible for enabling cross-functional partners to bring more supplier partners onto Wayfair’s fast-growing freight forwarding services. Collectively known as CastleGate Logistics, these services include Port-to-Door, our ocean freight service, Asia Logistics, our network of cross-docking facilities in Asia, and Port-to-Door as a Service, our ocean freight service to suppliers’ own facilities. The EU Sales & Service Desk team will be responsible for enabling the selling of these services and also for establishing a centralized support desk to ensure that supplier questions are addressed and their operational issues escalated. 

The role

This is a unique opportunity to join a new team and play an instrumental role in building it to suit the needs of CastleGate’s rapidly growing freight forwarding capabilities. In short, we are looking for a manager to build the service and support desk team that will field the inbound questions and concerns from ~200 supplier partners. This role will require cross-functional stakeholder management, people management, innovation, and strong quantitative analytical skills. The manager in this position will oversee a team of three front-line service agents that will very likely grow in size over the coming year. 

What you’ll do

• Build a team of frontline service agents. This team will field inbound CGF supplier questions either from Account Managers or the Partner Operations team or Suppliers. 
• Develop resources for frontline service agents to use when resolving supplier issues or escalating them to relevant operations teams
• Work cross-functionally with other CGF teams to develop clear SOPs to address frequent supplier questions or areas of concern (e.g. delayed bookings, inventory reconciliation, billing issues, tech issues) and to establish clear escalation pathways for supplier questions requiring specialist support beyond the capabilities of frontline agents
• Implement and refine a ticketing system to gain comprehensive visibility into inbound supplier questions, escalation pathways, resolution quality, and handle time
• Establish KPIs for the service team (e.g. resolution time, supplier NPS) and a cadence of evaluation of the tickets themselves and the ability of CGF to resolve them effectively and efficiently
• Coordinate between CGF teams when a supplier concern has no clear solution and multiple teams will need to work together to find one
• Identify opportunities to simplify or automate resolutions to supplier questions or escalations. Inform the CGF tech roadmap of opportunities to develop supplier-facing self-service solutions that can eventually be made available on Partner Home

What you'll need

• Bachelor’s degree and 5+ years of experience in operations management, logistics, supply chain, consulting, or other fast-paced and entrepreneurial environment; 1+ year of people management experience
• Demonstrated record of taking ownership and responsibility for driving successful results
• Ability to define scope and build out a clear work plan to investigate and solve ambiguous problems
• Experience managing multiple cross-functional stakeholders with competing priorities
• Ability to manage multiple projects at once and the management skills to prioritize ruthlessly 
• Experience working with, analysing, synthesizing, and presenting data with clarity and recommended actions
• Experience managing team members 
• Experience working in a B2B or B2C sales and/or service environment a plus
• Experience in working in the Freight Forwarding or Ocean Carrier industry a plus
• Excellent written and verbal communication skills