Customer Service and Fulfillment Lead

1. Devise and execute strategies to elevate customer service standards throughout the order fulfillment process, ensuring an exceptional customer experience.
2. Execute the processing of returned orders in alignment with established Standard Operating Procedures (SOPs), ensuring accuracy and efficiency.
3. Take charge of managing all customer inquiries, delivering timely and effective support to resolve issues and concerns promptly while upholding high levels of customer satisfaction.
4. Oversee and manage all interactions on social media platforms, engaging effectively with customers and addressing their queries and feedback.
5. Utilize customer data analysis to identify patterns, preferences, and pain points, enabling timely escalations to relevant departments for swift resolution.
6. Collaborate seamlessly across global teams, including Product, Demand Planning, and Finance, ensuring cohesive integration across all operational functions.
7. Collaborate with our 3PL to monitor and update inventory levels, ensuring optimal stock availability for accurate order fulfillment. Coordinate and verify procurement documents with suppliers and logistic partners to facilitate smooth and timely product shipments.
8. Maintain and document all process manuals, ensuring accurate and updated records of operational procedures.

Qualifications and Skills:

• Bachelor's degree in Business, Marketing, or a related field.
• At least 5 years of experience in eCommerce Operations Management including customer service, procurement, and logistics.
• Ecommerce and Customer Service (BPO) background is highly preferred
• Strong knowledge of eCommerce platforms, technologies, and industry best practices.
• Excellent organizational and communication skills.
• Proficiency in customer data analysis and business intelligence tools.
• Proven experience in developing and implementing plans to improve the customer experience.
• Ability to work collaboratively and effectively with cross-functional teams.
• Proficient in MS Office and Google Suite