Customer Experience and Order Fulfillment Supervisor

Job Title:
Customer Experience (CX) and Order Fulfillment Supervisor

Role Overview:
The CX and Order Fulfillment Supervisor is responsible for ensuring seamless order processing, fulfillment, and delivery while maintaining exceptional customer service standards. This role involves managing inventory, logistics, quality control, and customer support channels. The ideal candidate will lead initiatives to optimize processes, enhance customer satisfaction, and continually improve operational efficiencies.

Core Responsibilities:

Fulfillment Operations

• Oversee all aspects of order processing, including picking, packing, and shipping for both websites.
• Print shipping labels and prepare shipments to ensure timely dispatch.
• Conduct quality control checks on items prior to shipment.
• Manage logistics and shipping arrangements, coordinating with courier services.
• Track orders and update customers on order status, proactively informing them of delays or issues.
• Resolve inquiries related to late or missing shipments, ensuring customer satisfaction.

Exchanges & Returns

• Manage all return and exchange processes, providing end-to-end service.
• Maintain and optimize the automated return services for efficiency.
• Facilitate smooth processing of all customer-initiated returns and exchanges.

Customer Service & Support

• Provide exceptional support to both prospective and existing customers via phone, email, social media, and chat platforms.
• Respond promptly and professionally to inquiries, complaints, and feedback.
• Manage and respond to customer reviews across all platforms.
• Develop and refine customer communication macros and responses.
• Identify and implement improvements to enhance overall customer experience.
• Develop, update, and maintain policies and Standard Operating Procedures (SOPs).

Customer Relationships Management

• Manage CRM systems, VIP clients, and segmented customer groups to nurture relationships and personalized support.

Website & Inventory Management

• Oversee inventory levels across Golightly and C+C e-commerce platforms.
• Keep website content accurate and current, including:
  • Color swatches
  • Product variant images
  • Lifestyle imagery
  • Pricing, sales, and promotional updates

Tend & Mend Guarantee

• Manage and improve the process for product care and repairs.
• Provide comprehensive support for care and repair services, ensuring customer satisfaction.
• Serve as the primary contact for all related customer inquiries.

Product Reviews

• Monitor and respond to product reviews in a professional manner.
• Collaborate with production teams to communicate customer feedback.
• Develop response procedures and macros to streamline review management.

Loyalty Program

• Design, implement, and refine the loyalty program to enhance customer retention.
• Manage communication and support for loyalty initiatives.

Analytics, Reporting & Process Improvement

• Monitor response times using tools such as Gorgias.
• Track KPI metrics related to customer care, order fulfillment, and program effectiveness.
• Generate reports on performance, sales, and customer insights.
• Document processes, seasonality updates, and continually seek improvements based on data.