Remote Director of Customer Service and Fulfillment

Summary

Join Solution Tree, a highly regarded team dedicated to providing quality and excellence in professional development, as the Director of Customer Service and Fulfillment. This full-time position will direct and oversee customer service operations, managing a team of representatives and ensuring timely resolution of customer issues.

Responsibilities

• Managing a team of customer service representatives to ensure their performance is up to standard
• Ensuring that customer concerns are handled in a timely manner and that customers are satisfied with the resolution of their issues
• Monitoring customer satisfaction levels to identify areas of concern and make improvements to meet customers’ needs
• Ensuring that all staff are trained in effective communication skills and knowledgeable about products or services offered by the company
• Responding to customer complaints and inquiries via email, phone or live chat
• Reviewing customer feedback on products or services to identify opportunities for improvement
• Maintaining stock of inventory to ensure order fulfillment
• Managing the operations of the local Venture warehouse
• Working with vendors to ensure CS goals and processes are maintained-this includes 3 warehouses in US and CA, shipping vendors and printers
• Work with other department heads to ensure process and procedures are maintained in company interest-includes working with Dev team on tech products/sales and process improvements that work for all departments and functions
• Annual inventory for all companies and stock reconciliation
• Represent CS in interdepartmental conversations of process improvements to yield efficiencies
• Responsible for invoice approvals of department vendors