Customer Service Manager

iMile Delivery; Köln; On-site; EUR 55,000 - 90,000; Full time

Job summary

iMile is seeking a Customer Service Manager to lead the resolution of last-mile delivery complaints. You will work with operations, clients and delivery partners to investigate issues, drive cases to resolution and use data to improve service quality.

The role emphasizes governance, proactive communication, and process improvements across CSPs, DSPs and drivers. Fluency in German (C1) and strong Excel skills are essential, as is a collaborative mindset and the ability to translate feedback into

Qualifications

• German language proficiency at C1 level or above.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and coordination abilities when working with clients, internal teams and external partners.

Responsibilities

• Coordinate handling of last-mile delivery complaints and pursue cases to resolution.
• Review case details, identify causes and engage relevant teams for agreed outcomes.
• Track open complaints, provide updates to clients and internal stakeholders, and escalate issues as needed.
• Analyse complaint data to identify trends and support service improvements.

Skills

German language proficiency (C1)

Analytical thinking

Communication skills

Detail-oriented

Tools

Excel

Job description

iMile is looking for a Customer Service Manager to support the resolution of last-mile delivery complaints in Italy. You will work closely with the operations team, clients and delivery partners to investigate issues, follow cases through to resolution and use complaint data to improve service quality.

Key Responsibilities

Complaint Management

• Coordinate the handling of last-mile delivery complaints, including parcels marked as delivered but not received, delayed deliveries and damaged parcels.
• Review case details, identify the cause of each issue and work with the relevant teams to agree on a resolution.
• Track open complaints, follow up on outstanding actions and ensure cases are closed with a clear record of the outcome.
• Escalate urgent or recurring issues to the appropriate operations teams.

Client and Internal Coordination

• Support meetings with clients and internal teams by preparing complaint updates, case summaries and follow-up actions.
• Communicate complaint trends and operational issues clearly to relevant stakeholders.
• Coordinate with CSPs, DSPs and drivers to obtain information and resolve delivery-related cases.

Data Analysis and Service Improvement

• Analyse complaint data to identify recurring issues, high-complaint locations and suppliers with elevated complaint rates.
• Trace complaints to the relevant CSP, DSP and driver, and follow up on corrective actions.
• Escalate suppliers with persistently high complaint rates and support the operations team in monitoring improvements.
• Recommend improvements to complaint-handling workflows, system functions and operational data communication.

Requirements

• German language proficiency at C1 level or above.
• Proficiency in Excel and other standard office software.
• Strong analytical and problem-solving skills, with attention to detail.
• A strong sense of responsibility and the ability to follow issues through to resolution.
• Good communication and coordination skills when working with clients, internal teams and external partners.

Preferred Qualifications

• Experience in parcel delivery, logistics or last-mile operations.
• Experience with e-commerce logistics involving platforms
• English language proficiency at B2 level or above.