Customer Service and Fulfillment Manager for a Fashion Brand

Customer Service and Fulfillment Manager for a Fashion Brand

14 Jul 2024
Connecticut, Northwest CT 00000 Northwest CT USA

Customer Service and Fulfillment Manager for a Fashion Brand

Vacancy expired!

Fulfillment and Customer Experience Manager

Are you interested in being a part of a growing start-up? Are you a stay-at-home mom who is looking for a flexible work opportunity? Would you like to work part-time remotely? Are you a motivated person who likes to roll-up your sleeves and grow in a role? Do your friends look to you as the master organizer? Do you admire companies that are passionate about social issues? Are you looking to enter the vast industry of apparel and startups and not sure where to begin?

Welcome to Mitera!

Mitera celebrates the modern mom throughout her motherhood journey, creating

beautiful, practical, and functional pieces that support her lifestyle. We are a lifestyle brand with a core mission to make moms feel beautiful, confident and empowered. We create

contemporary, smart and versatile clothing that provides style and comfort for nursing and

pumping mothers and pregnant moms-to-be. With a group of amazing women working across different time zones, Mitera has been growing steadily.

We have an entrepreneurial work environment and we seek self-motivator and initiative-taker who likes to learn new skills and isnt afraid to take ownership on big projects.

As a fulfillment and customer experience manager, you are an integral part of our team and plays a crucial role in the growing business. While the position allows you the flexibility to work from home, you will perform the fulfillment tasks in the warehouse/office iin Bantam, Connecticut. You will work closely with our entire team, coordinating to ensure that we provide the best personalized customer service that busy moms deserve. Making the lives of our moms easier is one of our 3 main pillars of our business which we take very seriously. By working in this role, you will be making a real and meaningful impact on our customers as well as on the company!

Our ideal candidate is someone who:

Loves dealing with people.

Is genuine, honest, mature, and kind.

Believes in uplifting women leads to uplifting the whole world.

Is genuinely interested in making the world a better place.

Is confident but humble, is well versed to work independently in a remote capacity but enjoys working with a team of like-minded women.

Is meticulously organized and has a great attention to detail.

Is obsessed with doing things right the first time and would rather be over-prepared than under-prepared.

Is someone who is thoughtful about how we can work smarter, not harder, and save the company valuable time, money, and (wo)manpower.

Can take an endless list of to-dos & and create an actionable plan based on our priorities.

Has strong communication skills, both in-person and online.

Has the ability to prioritize time-sensitive assignments.

Is Flexible in accepting tasks and shifting deadlines.

Has passion for our mission and an interest in Miteras brand and product line.

Has excellent follow-up skills.

Has Ability to work independently with minimal supervision.

Has high level of pride in your own work.

Responsibilities:

To track and fulfill daily orders correctly and promptly from the warehouse.

To treat the products with respect, take great care of them and to keep them in selable conditions at all times.

To package the orders with love and care with a brief handwritten message.

To organize and have the correct stock of the inventory at all times.

To deal with returns and exchanges in a timely manner by emailing the customer a return label, receiving the returned item(s), inspecting them, prepare them as sellable items again for future sale.

To send the customer an exchanged item(s) correctly and promptly

To answer the customer service emails with love, enthusiasm, fairness and understanding.

To be responsible for the stock of all the packaging materials including but not limited to the branded boxes, tissues, stickers, cards, brochures, accessories, tapes and others.

To be available on email and Whatsapp and other communication methods as necessary to be in contact with the team to ensure we provide accurate, prompt and personalized customer service to the best of our abilities.

To take care of other fulfillment needs including preparing wholesale order(s), receiving items (such as products from overseas, tapes and boxes from Amazon or Uline, etc.)

To take care of other customer service related and administrative tasks as needed.

What You Need:

Good verbal and written communication skills are a must

Computer skills in Google suites (Google sheets, docs, slides, etc.)

Comfortable using e-commerce software Shopify, fulfillment apps such as Shippo

Communication apps such as Skype, Whatsapp, iMessage

Versatile in dealing with shipping apps such as UPS, USPS, DHL, FedEx

What You Will Learn:

- To make an impact on the lives of moms who just started their journey of motherhood.

- To build meaningful relationships with our customers through online communication and in-person interactions.

- To think creatively to increase the value of our brand experience.

- To gather and analyze data to determine ways to improve our customer experience.

- To own all customer-facing processes including order receiving, fulfillment, and returns.

- To use Shopify, an e-commerce platform and shipping software and other apps as necessary.

There will be plenty of additional opportunities to build out your personal and professional

interests through your role. You will become a master of online communication, project management, and understanding the right tactics to combine business strategies with overarching company goals. You will also learn how to work remotely in a fast-moving start-up environment and have ample opportunity to learn the latest information in the design, apparel, social media, and small business fields.

Details:

- The position is located in or near Bantam, CT. Since the team is virtual, you will work independently with minimal supervision with daily contact with the team.

- The position is a part-time position with daily tasks.

To apply, please email your resume and

answer to the following questions + at least 2 references from current/former supervisors:

1. What is a time you experienced exceptional customer experience, and what made it so?

2. How would you respond to the following situation:

Elizabeth sent an email to our customer service team: I just received the dress I bought for my best friends bridal shower tomorrow and Im so upset. There is a stain on the front of the dress, not to mention that the box it came in was ruined during the shipping process. I want a full refund AND I want you to hand-deliver a new dress to me since Im in New York.

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