Position Overview:
As the Customer Service & Fulfilment Manager, you will be responsible for overseeing all aspects of customer service operations and order fulfilment to ensure timely and accurate delivery of products and services. You will play a critical role in enhancing customer satisfaction, maintaining strong customer relationships, and optimizing the efficiency of our fulfilment processes.
Responsibilities:
1 Customer Service Management:
- Develop and implement customer service policies, procedures, and standards to ensure consistent and exceptional customer experiences.
- Lead and supervise a team of customer service representatives, providing guidance, coaching, and training to ensure high-quality service delivery.
- Handle escalated customer issues and complaints, resolving them effectively and ensuring customer satisfaction.
- Monitor customer feedback and conduct regular assessments to identify areas for improvement and implement necessary corrective actions.
2 Order Fulfilment:
- Oversee the end-to-end order fulfilment process, ensuring accuracy, efficiency, and timely delivery of products and services.
- Collaborate with cross-functional teams, including warehouse, logistics, and inventory management, to optimize fulfilment processes and minimize order processing time.
- Implement and maintain systems, tools, and technologies to streamline order tracking, inventory management, and reporting.
- Monitor order status, track shipments, and resolve any issues or delays to meet customer expectations.
3 Performance Analysis and Improvement:
- Define key performance indicators (KPIs) and metrics to measure customer service and fulfilment performance.
- Conduct regular analysis of operational data to identify trends, areas for improvement, and potential bottlenecks.
- Develop and execute strategies to optimize customer service and fulfilment operations, increase efficiency, and reduce costs.
- Collaborate with relevant stakeholders to implement process improvements and automation initiatives to enhance overall productivity.
4 Team Leadership and Development:
- Build and lead a high-performing customer service and fulfilment team, fostering a culture of collaboration, continuous learning, and excellence.
- Identify training and development needs, provide coaching and mentoring, and promote professional growth opportunities for team members.
- Manage the HR folder for the CS and Fulfilment Teams.
Skills and ExperienceEssential
- Previous experience in a customer service, order fulfilment, warehouse or ecommerce environment.
- Experience supervising or managing a team, including allocating workloads, providing feedback and supporting performance.
- Strong customer service skills, with experience handling complaints and resolving complex or escalated issues.
- Good understanding of order processing, stock management, dispatch, returns and delivery procedures.
- Strong organisational skills and the ability to manage competing priorities in a busy environment.
- Confident using customer service, order management, ecommerce and reporting systems.
- Ability to review operational data, identify problems and implement practical improvements.
- Clear written and verbal communication skills.
- Good attention to detail and a strong focus on accuracy.
- Ability to work effectively with colleagues across different departments.
Desirable
- Experience working in ecommerce, retail, fashion or a similar product-based business.
- Experience using CRM, warehouse management, ecommerce or shipping platforms.
- Experience producing and reviewing customer service or fulfilment performance reports.
- Experience supporting recruitment, training, absence management, probation reviews or other people-management processes.
- Knowledge of domestic and international shipping, customs documentation and courier requirements.
Personal Attributes
- Calm and professional when dealing with pressure or difficult situations.
- Approachable and supportive, while able to set clear expectations.
- Proactive in identifying and resolving problems.
- Comfortable taking responsibility and making day-to-day operational decisions.
- Collaborative, practical and focused on delivering a consistently high standard of service.
Pay: £33,000.00-£38,000.00 per year
Work Location: In person
