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