Here's how you can navigate conflicts between customer service and logistics teams in an E-Commerce setting.

Customer service (fronting customer) and Logistics (executing party) need to work hand in hand in order to deliver the requested service as desire. Regular communication, putting one self in another person shoes are important to understand why we need to act in the manner to bring effectiveness to the process. Display agile, understanding and being flexible can bring ease and happier working relationship. On the other hand, some mandatory requirement need to adhere to manage expectation (e.g. established feasible time line to execute the activity). During my tenure, I enjoy working with Logistics whom at times sharing some insights enable Customer service to explain the situation better to customer

„Gehe hundert Schritte in den Schuhen eines anderen, wenn Du ihn verstehen willst.“ Dieses Zitat erinnert daran, dass jeder seine Perspektive hat und sich viele Konflikte lösen würden, wäre mehr Empathie und Respekt für das Gegenüber vorhanden.

Setting SLA with customers/Customer Service/Logistic are necessary to manage expectation. Regular meeting to exchange challenges, enhance the checklist clarity bring ease to all stakeholders (understand the Do's and the Dont). For instance, we will query customer any site limitation/time restriction - e.g. lunch hours to prevent the pick up or drop off point.

In addition, another objective is to deliver the desire target volume and celebrate success. Also, we need to take into consideration peak period (e.g. 2 months prior Christmas, Chinese New Year, Hari Raya festive). How to maximize the existing resources (increase the capacity with "turnaround time") to deliver at peak.

Foster collaboration is a must and we believe this working relationship can minimize the "failures" rates and create win-win to all stakeholders (including Sales/Customers). Respect one another is the key to success

No, this is kind of a hard question for me because my background is driver. The driver is The representative of the logistics by default. He is the only person in the stream that is responsible to the logistics and to the customer and that is why Contract or at least in the old days it was by contract of the bills of lading Nowadays are so many bills that are non-conforming it’s hard to say who the hell is responsible for what. But that’s the real thing here is the driver is the last guy to contact the logistics companies customer so he becomes a customer service type of asset if he has any experience at

Make sure that your customer service and logistics teams have clear communication lines. A favourite of mine is to push for self-service returns to reduce internal friction (Customer > Logistics rather than Customer > CS team > Logistics) Another one is to use Gorgias channels or another similar tool to open internal comms within CS and Logistics.

Continuous training to customer service is essential to enable them to better explain the situation to customer when things happen. Or pro-active manner to verify or ask for more information with customer that we (Customer Service) has the technical knowledge handling their request