Also known as CX specialists, customer experience specialists provide potential and existing customers with exceptional services. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.Requirements:Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.Analyzing customer feedback on product ranges and new releases, as well as preparing reports.Collaborating with Web Developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.Identifying customer needs and taking proactive steps to maintain positive experiences.Tracking customer experiences across online and offline channels, devices, and touchpoints.Documenting processes and logging technical issues, as well as customer compliments and complaints.Qualifications:Solid knowledge of online customer engagement platforms and channels.Strong proficiency in Gsuite, Microsoft Excel.Exceptional interpersonal skills and a client-centered approach.Great organizational and time management abilities.Superb communication, collaboration, and problem-solving skills.A bachelor's degree in marketing, communications, advertising, business management, or in a related field is preferred.
Fulfillment managers are ecommerce professionals who have end-to-end control over the order fulfillment process, from order receiving and processing all the way through delivery. They are also responsible for managing the fulfillment staff, and for collaborating with external partners such as 3PLs. Ultimately, a fulfillment manager’s goal should be to see orders fulfilled as quickly, accurately, and cost-effectively as possible.Requirements:Overseeing daily order fulfillment activities, including order processing, picking, packing, and shipping preparation.Working alongside a 3PL and utilizing their WMS software to optimize warehouse and fulfillment operations.Tracking inventory levels to prevent stock-outs and/or deadstockDeveloping standard operating procedures (SOPs) for inventory control, logistics management, and order fulfillment to meet operational goals.Preventing inventory shrinkage, accidents, and occupational hazards.Optimizing procurement of inventory by improving vendor relationships, performance, and lead times. Managing a dynamic team of production supervisors, full-time and part-time warehouse staff, and other direct reports.Maintaining positive and mutually beneficial relationships with vendors, suppliers, manufacturers, and 3PLs (if applicable).Reporting weekly on multiple fulfillment and performance KPIs. Providing data-backed and actionable updates to senior management to improve order fulfillment SLAs and vendor performance.Supporting efforts to attain certifications (such as ISO 9002 and COPC) for quality in installation, production, and customer experience.Qualifications:Proven track record of analytical, interpersonal, leadership, and project management skills.Prior experience and familiarity with warehouse operations*.Proficient in Microsoft Office (Word, PowerPoint, Excel, etc.), inventory management systems, and warehouse management systems.Detail-oriented.Multitasking capabilities.Business-level communication skills (oral and written).A strong customer-oriented focus.Bachelor’s degree*.
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