Operations And Customer Care Manager

About us…

Joanna Buchanan developed an unmistakable vision for luxury, color, texture and pattern not only from her 20 years in the fashion retail business but also through her Hong Kong childhood, adult years in Europe and extensive travel throughout India. She believes that by scouring the world, she is producing in the best possible countries for her collection- utilizing their specific expertise. She is proud to work with dedicated artisans from small businesses in China, India and the Philippines. Aligning with these partners on the brand's goals and ethics are key to the success of Joanna's vision.

The Joanna Buchanan brand now has a strong DTC presence as well as placement in some of the premier retailers worldwide: Neiman Marcus, Bloomingdales and Harrods- to name a few.

About the role…

We’re on the hunt for an Operations and Customer Care Manager to join our growing team. The ideal candidate will have an interest in tabletop, bar accessories and all things decorative and a desire to work in a fast-paced, collaborative team environment.

This role requires 10-15 hours per week with availability to respond to urgent emails within 24 hours. The hours can be managed by the individual but we do require both morning and afternoon check ins with warehouse to troubleshoot any daily issues.

What you’ll do…

• Process Improvements: Constantly strive to improve the experience across all areas of the customer journey, escalating bottlenecks and ideas for enhancements within the team.
• Own daily communication with our 3PL -working to ensure orders are shipping on time, short orders are addressed and international shipping docs are all provided/ correct.
• Study the market: Demonstrate deep knowledge of the brand in communications with customers by staying up to date on the latest product offerings, campaigns, social responsibility efforts, marketing and promotions.
• Wholesale Account Management: Manage retailer onboarding with regards to drop ship agreements, integration and operations. Own retailer communication regarding assets, product details, delivery dates, inventory levels and samples. Assist with new retailer outreach.
• DTC and Wholesale Customer Care: Provide professional and personal service with the goal of converting and solving customer issues. Assist urgent customer needs such as returns/cancellations, order errors, damages, lost package claims etc.
• Utilize and maintain Shopify, Faire and additional selling platforms.

Who you are….

• Being an excel wizz will definitely help.
• Familiarity with Shopify is a plus.
• Thrives in fast paced environments and flexible to changes in priorities to drive the business forward.
• Responsible and accountable to the team and for the work.
• Collaborates well with others and gives/receives feedback with grace.
• Enjoys problem solving and building new processes.
• Self-starter, highly organized, and detailed oriented. Possesses great people skills and works with a sense of urgency.
• Enjoys keeping up with tabletop, barware and home decor trends.

$19/hr- $27/hr an hour for 1-4 years experience

Please email [email protected] if you are interested.