Logistics Coordinator + Customer Care

Atlas is building the operating system for restaurants. Atlas is the easiest way to start, run and grow any restaurant online and offline. We are the team that previously built Grain, a venture-backed online restaurant, to millions in revenue. Team and investors are from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator and others.

Read our hiring memo here.

Role information

• We are looking for someone to manage logistics operations and all merchant requests from end to end, solving them quickly, maintaining high standards in all interactions and driving customer satisfaction and NPS up.
• Team: Customer Care
• Location: Remote
• Working hours: This role is full-time, meaning a 5-day work week, with 9 hour shifts, and days are subject to change (you are expected to work weekends and public holidays as needed).

You will

• Handle logistics for ongoing delivery orders.
• Handle logistics claims for incidents reported by merchants.
• Send summarised reports with main metrics for the logistics team.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution.
• Manage large amounts of incoming messages from merchants.
• Meet personal/logistics team performance targets.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to delight customers.
• Any other ad hoc tasks as assigned from time to time.

Team service levels

• NPS (target = 75)
• First response time (target = <5 mins)
• Resolution time (target = <60 mins)
• Monthly tips used for drivers
• Monthly number of claims
• Monthly refunded amount for incidents

Requirements:
We're looking for someone with

• Proven customer support experience or good ability to learn.
• Strong phone contact handling and active listening.
• Familiarity with online ordering logistics practices.
• Ability to start and get things done.
• Attention to detail.
• A team player who works effectively in a team-based organisation, collaborates cross-functionally, and builds support and alignment around goals and objectives.
• Focus on delighting customers. Does the CEO pay the bill? No! The customers pay the bill.
• Pursue excellence. Hold yourself and everyone to the highest standards. Care about every single detail. Every detail matters when you want to achieve greatness.
• Be extremely reliable. Always do what you say you will do. Don’t give bullshit excuses. Don’t make the same mistake twice.
• Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

• Communication. Speaks and writes clearly and articulately.

• Fast and reliable internet connection.

Benefits:
What’s in it for you

• Work with a fast growing, at the same time, lean and mean team, to make real world impact.
• Have a lot of ownership and drive your own results and progression.
• Smart people who sweat the details and push for the highest standards.
• Training and in-house opportunities to help you grow.
• Other benefits include a competitive compensation package, birthday leave and sick leave.