Customer Service and Order Fulfillment Manager HBM

Customer Service and Order Fulfillment Manager HBM full time

We are seeking a highly experienced Customer Service and Order Fulfillment Manager to oversee our subscription-based e-commerce service team. This role requires exceptional leadership skills, extensive experience in customer service management, and a strong background in e-commerce operations. The ideal candidate will possess outstanding written and verbal English communication skills and must be adept at handling complex customer service scenarios in a fast-paced environment.

Key Responsibilities:

• Lead, develop, and scale the customer service team to provide exceptional email and chat support.
• Manage the end-to-end order fulfillment process, ensuring accuracy and timeliness with a high attention to detail.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Analyze customer service trends to make data-driven decisions to improve service and operational efficiency.
• Collaborate with other departments to integrate customer service and order fulfillment strategies effectively.
• Handle complex customer complaints and issues, providing solutions that align with company policies while maintaining high customer satisfaction.
• Prepare and review regular performance reports, identifying areas for improvement and implementing changes to optimize operations.
• Train and mentor team members on best practices for customer engagement and operational procedures.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or related field.
• Minimum of 7 years experience in customer service management, preferably in an e-commerce or subscription service environment.
• Proven track record of successfully managing and scaling customer service teams.
• Strong analytical skills and experience with CRM and order management systems.
• Excellent organizational skills and the ability to handle multiple priorities simultaneously.
• Strong problem-solving skills and the ability to make decisions under pressure.
• Exceptional written and verbal communication skills in English.

Desired Skills:

• Experience with subscription-based business models is highly preferred.
• Knowledge of logistics and supply chain management.
• Proficient in using data analytics tools to monitor performance and identify improvement opportunities.

Work Schedule (Subject to Change):

• Month 1-3: Monday to Friday from 5:00am - 2:00pm PST
• Month 4 onwards: Sunday to Thursday from 5:00am - 2:00pm PST

IMPORTANT: When submitting your application, please include the link your resume, link to your 20-30 second voice recording introducing yourself, and a screenshot of your internet speed.