CUSTOMER SUCCESS MANAGER

Role includes:

• Oversee daily order fulfillment allocation to warehouse
• Communicate with customers e-mail and phone
• Manage Customer Service E-mail Support Team of two
• E-mail and call customers to provide order updates, product updates, etc. 
• Ensure addresses are verified and ready for shipment
• Communicate daily with warehouse to pass along customer needs
• Understand full product collection to offer customers an unbeatable styling service
• Order edits in WMS and Shopify System
• Work with product team to update customers on pre orders and pending items
• Assist customers on live chat providing style feedback and order updates.
• Social Media customer engagement via comments and direct messages
• Process returns restock inventory on Shopify/Returnly

Requirements:

• 3+ years experience in online customer support.
• 2+ years experience in phone customer service. 
• Strong written and verbal communication. 
• Experience with Freshdesk and Shopify.
• Experience allocated online orders for fulfillment.
• Reporting and Analytical background
• 2+ years managing a team with 2 or more individuals 
• Proven experience successfully self-managing projects from strategy development to execution
• Ability to upsell through strong product knowledge. 

 

Please send your resume and cover letter to careers@12thtribe.com