Customer Care Brands Specialist

• At least 3 years of experience in Customer Service, Customer Care, Logistics, Transport, or a similar operational environment.

• Previous experience managing customer portfolios and handling incidents or operational follow-ups.

• Strong customer-oriented mindset with excellent communication skills.

• Ability to work proactively, independently, and in a fast-paced environment.

• Strong organizational and prioritization skills.

• Problem-solving attitude with the ability to manage conflicts effectively.

• Team player with strong collaboration skills across different departments.

• Good knowledge of Excel and reporting tools.

• English and Portuguese proficiency required to attend customer calls.

• Degree is valuable but not mandatory.

• Experience in logistics, transport, supply chain, or operational customer service environments will be highly valued.

• The opportunity to contribute directly to the expansion of InPost's smart locker network across Iberia.

• A role with significant autonomy and visibility within the commercial organization.

• Collaboration with cross-functional teams and exposure to key strategic partners.

• A dynamic, growing environment where your impact is measurable and recognised.

The Customer Care Brands Specialist is responsible for ensuring an excellent customer experience through proactive shipment monitoring, incident management, and continuous communication with clients and internal teams.

Reporting to the Brands Team Leader, this role involves managing an assigned customer portfolio, monitoring daily operations, resolving incidents, and coordinating with different departments to ensure efficient service and high-quality support.

This position is ideal for someone proactive, organized, customer-oriented, and comfortable working in fast-paced operational environments.

• Manage and proactively monitor the shipments of your assigned customer portfolio.

• Ensure excellent customer service through phone calls, e-mails, and daily communication with clients.

• Identify, investigate, and manage incidents, ensuring timely follow-up and resolution.

• Coordinate with internal departments to escalate, claim, and resolve operational issues efficiently.

• Build strong relationships with customers, understanding their needs and ensuring a positive service experience.

• Monitor service quality indicators and prepare weekly and monthly performance follow-ups.

• Analyse service performance and collaborate on action plans to improve operational quality and customer satisfaction.

• Ensure the correct application of internal procedures and operational processes.

• Prioritize tasks effectively in a dynamic environment with multiple ongoing requests and operational needs.

• Contribute to achieving Customer Care department KPIs and service objectives.