Customer Success & Operations Support Analyst

ReBound - a Reconomy Group Company - is the leading global returns management specialist, enabling easy omnichannel returns for brands and their consumers. By combining integrated returns software with an extensive logistics network, ReBound provides brands with a complete ecosystem of suppliers and partners to handle their global, end-to-end returns. ReBound optimizes and manages the entire returns lifecycle so clients can focus on their core business.

Our core values drive everything we do. We believe in promoting a supportive environment for our colleagues , delivering exceptional service to our customers , contributing to the community , and working towards a more sustainable environment. If you share these values and are passionate about making a positive impact, we'd love to have you on our team.

About the role

• Act as a first point of contact for all client specific issues related to hub activities.
• Ensure customer satisfaction and retention is delivered effectively.
• Communicate timely relevant deadlines and escalations.
• Participate and contribute to weekly meetings with the global CS team, acting as the voice of the North American ops team.
• Monitor day-to-day hub performance, provide performance reporting, and alert any deficiencies in a timely manner.
• Work collaboratively with key stakeholders in various departments to gather relevant data required to answer and resolve client questions or concerns in a timely and professional manner.
• Liaise with hubs/CS/clients to ensure cross border documentation is correct and auditable.
• Prepare shipping documentation for cross border and intercontinental shipments.
• Maintain active relationships with all stakeholders, ensuring clear communication while providing proactive, up-to-date information.
• Co-develop and maintain client shipping matrix and processing SOPs for North American clients.
• Travel within the U.S. and Canada

What we need from you

• 1-2 years in logistics or supply chain operations.
• Excellent English communication, both verbal and written.
• Ability to build, maintain and improve relationships with internal and external stakeholders.
• Ability to work well with team members and navigate stressful situations.
• A true self-starter, embracing responsibility and ownership, and passion for what you do.
• Accurate and attentive to detail, yet able to keep up in a fast-paced, ever-changing environment.
• Demonstrates critical thinking skills and outside the box problem-solving abilities.
• Organized with the ability to analyze data and identify trends.

What we offer

• Comprehensive health and dental benefits
• Employer matching of employee retirement contribution
• Supportive work-life balance: hybrid/in-office work schedule
• Supportive of professional development
• Dynamic & international working environment
• Will work in close coordination with Reconomy teams in the Americas and periodically with other regions