客户服务与订单履行经理
Customer Service and Order Fulfillment Manager
这是一个远程职位。
概述：
这个高级职位结合了客户服务和订单履行的战略监督以及跨部门协作，确保我们的运营与为订阅用户提供卓越历史内容的使命保持一致。理想的候选人应具备客户体验管理、电子商务运营和团队领导方面的扎实背景，以及出色的沟通技巧，以应对复杂情况并在组织内促进协作。
主要职责：
- 战略领导：制定并执行客户体验战略，提升满意度、留存率和忠诚度，同时推动客户服务和履行领域的运营卓越。
- 团队发展：建立、指导并领导一支高效运作的客户服务和履行团队，培养卓越、责任和持续改进的文化。
- 运营监督：管理从订单处理到交付的全流程，确保将我们的历史文件和产品准确、及时、高质量地交付给客户。
- 跨部门协作：与市场、产品开发和物流团队紧密合作，确保客户服务举措与业务目标一致，推动协同效应并提升整体客户满意度。
- 数据驱动洞察：分析客户反馈和服务指标，为决策提供依据，提高运营效率，并识别战略增长领域。
- 问题解决：主动处理复杂的客户投诉和问题，制定有效的解决方案，维护公司价值观并建立长期关系。
- 绩效管理：建立并监控与客户体验和履行运营相关的关键绩效指标（KPI），向高管团队定期提供更新和可操作的见解。
- 最佳实践实施：制定并实施客户互动和履行流程的标准操作程序（SOP），确保组织内部的一致性和效率。
- 资格要求：
- 商业管理、传播或相关领域的学士学位；硕士学历优先。
- 至少10年客户体验管理经验，其中至少5年在电子商务或订阅制环境中的领导岗位经验。
- 有成功领导团队的经验。
查看英文原文
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aligned with our mission to provide exceptional historical content to our subscribers.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accuracy, timeliness, and quality in delivering our historical documents and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