Overview

Operations and Customer Service Manager

Job Description

The role of the customer service and fulfilment manager is to ensure that our customers receive a high quality of service from order through to aftersales, ensuring that our promises to our customers are always met.
Working alongside the 3PL utilising data to optimise warehouse and fulfilment operations
Track inventory levels to prevent stock-outs and/or deadstock
Managing a dynamic team of customer service representatives, full-time and part-time warehouse staff, and other operational team members
Maintaining positive and mutually beneficial relationships with vendors, suppliers, manufacturers, and 3PLs
Providing data-backed and actionable updates to senior management to improve order fulfilment SLAs and vendor performance
Innovative – You can “think outside the box” and are always looking for the next opportunity
Fun – You have a positive outlook and can contribute to a culture of having fun and enjoying the work we do
Proficient in Microsoft Office (Word, Powerpoint, Excel, etc.), inventory management systems, and warehouse management systems
Excellent communication skills (oral and written)
3+ years in management fulfilment and customer service operations
Prior experience and familiarity with warehouse operations, Experience in managing 3rd party fulfilment & delivery partners
Experience in driving operational KPIs and targets
A strong customer-oriented focus
Experience in working cross-functionally with other departments by building relationships to achieve shared goals
Experience in introducing and/or improving new processes within a growing business
Manage all aspects of various fulfilment methods for our digital channels
Experience in managing the fulfilment operation, customer service and order fulfilment
Experience in handling customer complaints over the phone and in written formats.
Proven track record of analytical, interpersonal, leadership, and project management skills

Responsibilities

Manage the delivery of KPIs on all operational targets, including overall fulfilment costs and our customer delivery promises
Develops and implements business process initiatives to optimise departmental operations in accordance with overall business objectives.
Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals
Provides clear direction and general guidance to the department in formulating and implementing procedures and ensures that these are translated and enforced into action to meet operational goals.
Overseeing daily order fulfilment activities, including order processing, picking, packing, and shipping preparation.
The fulfilment manager is responsible for order processing, warehouse operations, inventory and order tracking and delivery. The role is highly collaborative in nature; as a fulfilment manager, you will manage customer service representatives, warehouse staff, carriers, and 3rd party logistics providers to ensure that service level agreements (SLAs) and customer expectations are met.
Ensuring that all customers receive their deliveries on time and in full and that any potential failure is reported to the customer before they report it to us.
Maintains the highest standards of customer service by immediately attending to and resolving customer issues.

MODE OF APPLICATION

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