About Gordon

Gordon is a leading smart home delivery enabler for online grocery-, pharmacy- and Meal kit providers, leveraging its expertise to help e-commerce businesses identify and capitalise on new opportunities to grow their businesses. Offering a tech platform tailor-made for temperature-controlled deliveries and end customer satisfaction in combination with a delivery infrastructure that lowers cost, we have since 2015 won the highest ranking on Trustpilot within our field in the Nordics, and the trust of leading pharmacies- and food service companies. Our circular innovation, Gordon Circular, has been nominated for Best Sustainability Achievement 2023.

To take our journey to the next level, we are currently seeking a customer-centric, energetic, and highly motivated Customer Success Manager to join our Logistics Function in Stockholm.

The right candidate will not only be part of this transformative journey but will also be given great opportunities to shape the future of e-commerce logistics.

About the role:

The Customer Success Manager will focus on building, retaining, and growing assigned key customers. This person will work closely with the Sales team and act as a liaison between various teams to ensure our delivery services and operational performance metrics exceed customer expectations and create long-lasting partnerships.

The Customer Success Manager will also work closely with Sales in pre-sale activities and onboarding of new key customers.

To be successful in this role, we’re looking for individuals with a consultative mindset who can quickly understand both Gordon and the industries we serve.

Success in this position requires that you are an effective leader, strong communicator, and even better strategist. You have strong analytical skills and are an experienced project manager. 

Responsibilities and objectives:

• Build strong, long-term relationships with assigned customers by exceeding customer expectations
• Work with Sales in pre-sale activities to define logistics solutions and flows
• Lead onboarding of new key customers
• Lead daily operations follow-up of operational performance metrics to meet and exceed customer expectations. Perform root-cause analyses, identify improvement opportunities, and initiate actions to improve performance metrics
• Work with our customers and internal functions to optimize our delivery service, issues are resolved proactively and customer goals are met
• Work closely with Sales, Logistics, Customer support, Finance, and Technical teams to ensure an exceptional customer experience and take care of any customer issues
• Identify and implement cost-efficiency activities for Gordon to be profitable and at the same time incorporate key customers’ delivery demands
• Assist in company and Logistics function’s activities and projects

We are looking for someone with

• Bachelor’s degree within relevant field
• 1-3 years of work experience as a Customer Success Manager or similar customer-facing role
• Exceptional ability to communicate and foster positive business relationships
• Experience working with senior and executive-level customer contacts
• Experience in working as a management consultant (or similar Project Management roles)
• 3-5 years of experience within supply chain or transportation
• Experience within eCommerce companies
• Preferably experience within the food or pharmaceutical industry

We believe that you demonstrates

• Strong customer service focus
• Strong analytical competence
• Project management skills
• Strong communication and interpersonal skills (both written and verbal)
• Leadership capabilities
• Ability to use data for change management or in visualizing customer values
• Good knowledge of working with Excel/Google sheet 
• Profitability-focus and shows understanding what creates margins for the business
• Swedish and English proficiency
  

As a person you are

• An unpretentious team-player
• Proactive and self-motivated with a positive attitude
• Well-organized, with great attention to detail and the ability to prioritize
• Proactive and committed to achieving results
• Showing integrity and professionalism in all interactions
• A Gordon Cultural fit

Why join Gordon?

• Be part of a company that's transforming the last mile delivery industry
• Work in an environment that values creativity, innovation, and employee growth
• Join a collaborative team that’s passionate about creating exceptional user experiences

If this sounds like the perfect fit for you, apply now. Great emphasis will be placed on personal qualities.

Since we will be evaluating candidates continuously, we encourage you to submit your application at your earliest convenience.