Customer Service Executive

The role of the customer service and fulfilment manager is to ensure that customers receive a high quality of service from order through to aftersales, ensuring that our promises to customers are always met.

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 and customer expectations are met.

As a Fulfilment manager you will have experience with various software systems and technologies, including inventory management systems , warehouse management systems, enterprise resource planning solutions, CRM systems & ecommerce solutions such as Magento.

Responsibilities

• Ensuring that all customers receive their deliveries on time and in full, 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.
• 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 optimize 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 the formulation and implementation of 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.
• 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
• Manage all aspects of various fulfilment methods for our digital channels

Desired Skills & Experience

• Experience of managing the fulfilment operation, customer service and order fulfilment
• Experience in handling customer complaints over the phone and written formats.
• Experience and familiarity with warehouse operations, experience of managing 3rd party fulfilment & delivery partners
• Proficient in Microsoft Office, inventory management systems, and warehouse management systems
• 3+ years in management fulfilment and customer service operations
• Bachelor’s degree