Full-Time Shipping Experience Assistant (LATAM)

About Trafilea Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth.

Operations @ Trafilea At Trafilea, we foster a culture of collaboration, innovation, and continuous learning. We believe in investing in our people and providing them with the support and development opportunities they need to grow both personally and professionally. With our remote-first approach, you'll have the freedom to work from anywhere in the world, surrounded by a diverse and talented team that spans the globe.

We are looking for a Shipping Assistant to help improve our customer experience by ensuring all orders are delivered in a timely manner and processed according to SLAs with our carriers. The main responsibility of the position is to ensure that all international orders placed by our customers are effectively pushed through our different systems' integrations until our 3PLs, as well as doing the follow-up with the 3PLs to guarantee on-time processing. Additionally, this position will also have constant communication with the Customer Care team to activate action plans for critical orders not yet delivered.

Expected outcomes & responsibilities

1. Operational & NPS KPIs Management (On Time Delivery follow up), (Delivered Rate), (Address Backlog)
2. Shipments status tracking and follow-up with 3PL
3. Shipping Detractors US follow up, insights review for categorization
4. Success Delivery breakdown, follow up on undelivered orders

Experience/ Qualifications

• At least 3 years of experience in shipping and logistics
• Knowledge of supply chain processes
• Excel proficient - data analysis (At least intermediate)
• Good understanding of NPS and Customer Experience (Orientated to customer service excellence)
• Strong grasp of English language, including spoken and written
• Good problem-solving skills and confidence when facing challenges (Assertive)
• Continuous learning and growth mindset
• Good interpersonal & communication skills; positive work attitude
• Good analytical and problem-solving skills
• Able to have the right follow-up and monitoring of action items and KPIs
• A responsible team player who works well with others
• Able to make good decisions independently
• Netsuite knowledge is a plus!

What is the last date for applying to the job?

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