Customer Service and Order Fulfillment Manager

Overview:

We are seeking a highly experienced Customer Service and Order Fulfillment Manager to oversee our subscription-based e-commerce service team. This role requires exceptional leadership skills, extensive experience in customer service management, and a strong background in e-commerce operations. The ideal candidate will possess outstanding written and verbal English communication skills and must be adept at handling complex customer service scenarios in a fast-paced environment.

Key Responsibilities:

– Lead, develop, and scale the customer service team to provide exceptional email and chat support.
– Manage the end-to-end order fulfillment process, ensuring accuracy and timeliness with a high attention to detail.
– Develop and implement strategies to enhance customer satisfaction and loyalty.
– Analyze customer service trends to make data-driven decisions to improve service and operational efficiency.
– Collaborate with other departments to integrate customer service and order fulfillment strategies effectively.
– Handle complex customer complaints and issues, providing solutions that align with company policies while maintaining high customer satisfaction.
– Prepare and review regular performance reports, identifying areas for improvement and implementing changes to optimize operations.
– Train and mentor team members on best practices for customer engagement and operational procedures.

Qualifications:

– Bachelor’s degree in Business Administration, Communications, or related field.
– Minimum of 7 years experience in customer service management, preferably in an e-commerce or subscription service environment.
– Proven track record of successfully managing and scaling customer service teams.
– Strong analytical skills and experience with CRM and order management systems.
– Excellent organizational skills and the ability to handle multiple priorities simultaneously.
– Strong problem-solving skills and the ability to make decisions under pressure.
– Exceptional written and verbal communication skills in English.

Desired Skills:

– Experience with subscription-based business models is highly preferred.
– Knowledge of logistics and supply chain management.
– Proficient in using data analytics tools to monitor performance and identify improvement opportunities.

Work Schedule:

– Month 1-3: Monday to Friday from 5:00am – 2:00pm PST
– Month 4 onwards: Sunday to Thursday from 5:00am – 2:00pm PST

IMPORTANT: When submitting your application, please include the link your resume, link to your 20-30 second voice recording introducing yourself, and a screenshot of your internet speed.