Operations & Customer Experience Manager

WHAT YOU WILL DO

As the Operations & Customer Experience Manager, you will be responsible for all tasks related to managing DTC and B2B customers.

Reporting to the Founder & CEO, you will act as the main point of contact for all DTC customers and an intermediary for B2B customers. You respond to all inbound communications from the website (e.g. chat, contact us form) using candid responses. You will be responsible for responding to tickets with a maximum of two business days. You will shape the organization’s customer experience offering in the long run by documenting any SOPs as well as recommend and implement improvements & organization to the current candid response templates and shared views.

You will execute all POs that are placed by retailers from the initial order placed to the final shipment. You will work directly with the 3PL to ensure all SOPs are followed and orders are shipped with 100% accuracy to the best of your ability. You will work directly with supply chain software including EDI, 3PL and external routing systems. You will be responsible for ensuring timely execution of PO shipments and routing which must be completed no later than 72 business day hours before the “close date.”

A DAY IN THE LIFE OF AN OPERATIONS & CUSTOMER EXPERIENCE MANAGER

Logistics & Supply Chain Management

• Recommend inventory replenishments
• Ensure all DTC orders in Shopify are successfully processed in 3PL
• Respond to any “on hold” orders
• Work with Founder & CEO to ensure inventory needs (Amazon FBA, Retailers, DTC Website, Wholesale)
• As needed communication with 3PL partner
• Create PO orders in 3PL system and move current POs along in the supply chain
• Fulfill less frequent orders with smaller wholesale partners (e.g. Faire)
• Ensure orders are processed at the agreed SLA for all sales channels with special focus on Retail Wholesale and E-commerce (website)

Customer Experience

• Ensure all customer tickets are responded to within 48 hours
• Escalate any customer facing issues that needed attention

Admin/Other

• Self educate on how to use all software (Gorgias, Shipfusion, Shopify, Spring Systems (EDI), Macysnet)
• Document all SOPs and organize accordingly in Guru knowledge base
• Meet weekly to discuss any upcoming POs and ensure target SLAs are met
• Update all customer facing pre-templated communications

YOUR AREAS OF KNOWLEDGE AND EXPERTISE

• Understand the economics of wholesale and e-commerce sale channel
• 3+ years of experience in FMCG / operations – preferably cosmetics
• Strong business acumen, yet can switch to a customer facing tone of voice
• Understands the challenges of a fast growing/owner led environments, its constraints on people resources, processes/ controls
• Have worked in fast-paced, fluid start-up company environments and have the capacity and willingness to adjust quickly to ever-changing priorities.
• Enjoy working remotely with flexible hours but can meet strict SLAs without any exceptions
• Experience in working independently and documenting processes
• Bachelor's Degree or higher in supply chain or business administration
• Technologically savvy, understanding concepts of EDI, Shopify & 3PL software