Customer Service and Order Fulfillment Manager

Description:
• This is a remote position.
• Overview: This senior-level role combines strategic oversight of customer service and order fulfillment with cross-departmental collaboration, ensuring that our operations are aligned with our mission to provide exceptional historical content to our subscribers.
• The ideal candidate will possess a strong background in customer experience management, e-commerce operations, and team leadership, along with exceptional communication skills to navigate complex situations and foster collaboration across the organization.
• Key Responsibilities:
• Strategic Leadership: Develop and execute a customer experience strategy that enhances satisfaction, retention, and loyalty while driving operational excellence across customer service and fulfillment.
• Team Development: Build, mentor, and lead a high-performing customer service and fulfillment team, instilling a culture of excellence, accountability, and continuous improvement.
• Operational Oversight: Manage the end-to-end order fulfillment process, ensuring accuracy, timeliness, and quality in delivering our historical documents and products to customers.
• Cross-Department Collaboration: Work closely with marketing, product development, and logistics teams to ensure alignment of customer service initiatives with business objectives, driving synergy and enhancing overall customer satisfaction.
• Data-Driven Insights: Analyze customer feedback and service metrics to inform decision-making, improve operational efficiency, and identify areas for strategic growth.
• Issue Resolution: Proactively address complex customer complaints and issues, devising effective solutions that uphold company values and foster long-term relationships.
• Performance Management: Establish and monitor key performance indicators (KPIs) related to customer experience and fulfillment operations, providing regular updates and actionable insights to the executive team.
• Best Practices Implementation: Develop and implement standard operating procedures (SOPs) for customer engagement and fulfillment processes, ensuring consistency and efficiency across the organization.

Requirements:
• Bachelor’s degree in Business Administration, Communications, or a related field; advanced degree preferred.
• Minimum of 10 years of experience in customer experience management, with at least 5 years in a leadership role within e-commerce or subscription-based environments.
• Proven track record of successfully leading and scaling customer service and fulfillment teams.
• Strong analytical skills with experience in CRM and order management systems; proficiency in data analytics tools to monitor performance and identify improvement opportunities.
• Exceptional organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving abilities and capacity to make informed decisions under pressure.
• Outstanding written and verbal communication skills in English, with an emphasis on stakeholder engagement and collaboration.
• Extensive experience in subscription-based business models is highly preferred.
• Knowledge of logistics, supply chain management, and fulfillment operations.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and Google Workspace (Google Docs, Google Sheets).
• Experience with project management tools (e.g., ClickUp) and customer support platforms (e.g., Gorgias).
• Familiarity with Shopify and e-commerce best practices is a plus.

Benefits:

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