Customer Service and Order Fulfillment Manager

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aligned with our mission to provide exceptional historical content to our subscribers.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accuracy, timeliness, and quality in delivering our historical documents and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.
Qualifications:

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.
Desired Skills:

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.

Originally posted on Himalayas