Customer Experience & Carrier Partnerships Lead

Matsmart - Motatos; Stockholms kommun; Hybrid; SEK 700,000 - 900,000; Full time

Benefits offered by this job

Hybrid work 50% remote

Office in Stockholm (Skanstull) with a

Five extra flex days off

Job summary

Matsmart/Motatos in Stockholm seeks a Customer Support & Carrier Manager to own customer care quality and carrier reliability. You’ll lead external partners, set OKRs, monitor KPIs, and translate feedback into actionable business cases that improve the customer journey.

You’ll negotiate with carriers, manage budgets, and work cross-functionally with logistics, legal and commercial teams. Fluency in Swedish and English is required; experience with Nordic parcel carriers or OMS is a plus.

Qualifications

• Several years of experience in customer service management, logistics or transport operations.
• Experience managing external suppliers or outsourced teams and holding them to clear performance targets.
• Track record of negotiating commercial agreements.
• Strong analytical mindset with budgets, case data and invoices; familiarity with BI tools.

Responsibilities

• Lead external outsourced customer support service partner and ensure SLAs, KPIs, tone of voice and escalation handling.
• Develop and elevate the customer journey; drive service improvements, self-service, automation and tooling.
• Own relationships with carriers; monitor performance, negotiate contracts and approve invoices in collaboration with the warehouse in Örebro.
• Collaborate with the automated warehouse to improve packaging and protect delivery promises.
• Own the customer service budget across markets; monitor costs and identify freight optimization opportunities.
• Channel insights and survey results across cross-functional teams and lead coordination during recalls.

Skills

Customer service management

Supplier management

Negotiation

Analytics and KPIs

Job description

Matsmart/Motatos in Stockholm seeks a Customer Support & Carrier Manager to own customer care quality and carrier reliability. You’ll lead external partners, set OKRs, monitor KPIs, and translate feedback into actionable business cases that improve the customer journey.

You’ll negotiate with carriers, manage budgets, and work cross-functionally with logistics, legal and commercial teams. Fluency in Swedish and English is required; experience with Nordic parcel carriers or OMS is a plus.