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Problem-solving
Customer Support Operations:
- Manage customer support tickets, escalations, refunds, replacements, and order-related inquiries.
- Maintain excellent first-response and resolution times, ensuring issues are fully resolved.
- Respond to customer reviews while maintaining a consistent brand voice.
Order Fulfillment Operations:
- Monitor order flow and resolve fulfillment issues in real time with 3PL and warehouse partners.
- Manage backorders, substitutions, shipping delays, and inventory adjustments.
- Maintain accurate SKU, product, and order information across connected systems.
Systems Process Improvement:
- Identify recurring operational issues and determine root causes.
- Improve tagging, macros, workflows, and reporting within customer support systems.
- Develop and maintain SOPs for customer support and order operations.
Scale Army
Our client is a growing eCommerce company focused on delivering exceptional customer experiences through efficient order management, reliable fulfillment operations, and responsive customer support. As the business continues to scale, they are seeking a dedicated professional to oversee day-to-day operations and improve customer satisfaction.