For our headquarter in Milan, we are looking for an empathic, accurate and quality-oriented Operations Specialist to join our Local Operations Team.
In this role, you will have full ownership of the back-office tasks related to Shoppers’ activation, executing a rich set of tasks with great accuracy (for instance, paperwork collection, contracts preparation and signing, profile setup etc). You will also support the retraining activities to improve our Shoppers' performance.
What you will do
At Everli, the Shoppers are entitled to pick up the products requested by our customers in their favourite stores and then deliver the groceries straight to their home.
The Local Operations team is responsible for the recruiting, onboarding, support and training activities for our Shoppers. As Operations Specialist, you will focus on a specific selection of Italian cities, managed by the related Squad, and support all the necessary processes to grant a high quality level for our service.
Shoppers Onboarding and Monitoring activities
- Calls to wannabe Shopper to understand if their are eligible to cooperate with us
- Paperwork and document checks to formalize the cooperation
- Management of Shoppers contracts
- Management of Shoppers Kit
- Shoppers profiles setup
- Daily point of contact for Shoppers giving them support and listening to their needs
- Support and information sharing to Shoppers who want to register a VAT
- Churned shopper weekly touch point for debt collection and understand reasons
- Daily monitoring and management of inbound mail from Shoppers
- Retraining management for Shoppers who should improve their performance
- Live daily webinars for newbies Shoppers
- Constant confrontation with the Area Manager to improve Shoppers quality and find solutions to local problems
Work Experience
- Previous experience in customer/quality oriented roles is required.
- You have a good proficiency with Office (especially with Excel);
- Your English knowledge is upper intermediate (B2).
- You have good communication skills;
- You are quality-oriented and work with great accuracy and attentions to details;
- You can be multitasking;
- You are a team player.
Top Skills
What We Do
Everli is on a mission to help people achieve peace of mind, simplifying life when shopping for groceries. No more queuing, no more parking, no more carrying heavy weights: Everli’s dream is to bring only the good part of grocery shopping, directly at home.
We are in this since 2014 and now we are the main European e-grocery marketplace. Our team has grown to 200 people and we signed more than 100 partnerships with retailers and CPG companies, we serve more than 80 provinces around Europe and - what matters most - we’ve delivered groceries more than 3 million times.
Our fast-growing international team is located in Italy (with headquarters in Milan & Verona) and Poland (Warsaw), with more than 16 different nationalities and a lot of team members working remotely. Despite being spread all over the world, we like organizing company off-sites, parties, events and aperitivi to strengthen the Everli culture. We are large-hearted, focused on the future and very devoted to the mission: ownership and entrepreneurship are actively encouraged and we move fast to make things happen.
