Rotterdam, South Holland, Netherlands
Responsible for the Warehouse IT, Mechanical and Facilities teams (±100 FTE), focussing on warehouse automation and supporting day-to-day warehouse operations. My teams automate warehouse processes, write and integrate software to support this and maintain the current software, hardware and building facilities.
Responsible for the Tech team within Customer Service (±15 FTE), consisting of a development team and a 'business team' building and improving the contact handling platform and related improvements to the customer contact journey.
Responsible for developing the platform for customer communications and improving the offered contact options for customers. For example by implementing AI routing, introducing a call-back functionality, build and improve our communications platform and implementing chat as a new contact option.