Logistics Service Specialist

Stellenbeschreibung:

System Alliance Europe is a cooperative network of independent logistics companies across Europe. We connect our members through shared standards, processes, and data exchange to deliver reliable cross-border groupage services with a consistent customer experience.

The Logistics Service Specialist (Proactive) is the central point of contact for SAE members for day-to-day operational support. The role ensures smooth network collaboration by resolving requests quickly, proactively detecting issues through EDI/data and process analysis, and driving improvements that increase reliability, transparency, and member satisfaction across the SAE network.

Key responsibilities

Own the day-to-day operation of theSAE Service Desk , ensuring timely and accurate resolution of member requests and incidents in line with agreed service levels.
Act as thefirst point of contact for members, providing hands‑on support on SAE network processes, standards, tools, and communication paths.
Proactively identify member-impacting issues through process and data analysis (e.g.,EDI message flows, exception patterns, Power BI dashboards, recurring deviations ) and initiate outbound contact to prevent escalations.
Drive issue resolution end‑to‑end: clarify the problem, assess impact, define next steps, coordinate stakeholders, and follow up until closure.
Manageescalations and complaints in a structured manner, ensuring transparent communication and fast alignment across involved parties.
Coordinate cross‑company topics by working with SAE colleagues and member teams (operations, IT/EDI, customer service) to ensure consistent execution across the network.
Maintain and continuously improveSOPs, FAQs, knowledge base articles, and member guidance , turning recurring issues into standardized solutions.
Improve service desk efficiency by optimizingticket categorization, triage rules, escalation paths, response templates , and by proposing process improvements that reduce friction for members.
Supportonboarding and enablement of member staff through training sessions, coaching, and practical guidance on SAE requirements and best practices.

Key interfaces

SAE Members: operations, customer service, IT/EDI, key user contacts
SAE Internal Teams: network operations, quality/process management, IT/data (Power BI), partner management (as applicable)
External parties (as needed): EDI/connectivity providers, tool/platform vendors involved in issue resolution

Requirements (must-have)

Experience inlogistics operations (ideally groupage / road freight) and/orservice desk / operational support in a multi‑stakeholder environment.
Strong understanding of logistics process flows and the ability to translate operational issues into clear actions and communication.
Hands‑on capability with data and structured problem solving; confidence working withEDI-related topics and operational KPIs (SQL and Power BI experience is a strong plus).
Familiarity with common logistics EDI message types and exception handling (orders, status updates, POD, invoicing‑related flows, etc.).
Excellent communication skills (written and verbal) with a customer/member‑oriented mindset - able to manage escalations calmly and professionally.
High ownership and organization: able to manage multiple topics in parallel, prioritize, and close issues reliably.
Fluent German and good English (additional European languages are a plus).