Customer Service Operations Manager (Remote)

Customer Service Operations Manager | YAGI World HQ | UK

Sheiso is a bespoke recruitment agency dedicated to matching top talent with leading brands in the fashion industry. We are excited to partner with an innovative and rapidly growing online womenswear brand that is redefining the fashion experience with its stylish collections and dedication to customer satisfaction.

The Role
We are seeking an experienced and highly organized Customer Service Operations Manager to act as the critical connection between warehouse operations and customer satisfaction. The primary goal of this role is to ensure seamless coordination across teams, eliminate order discrepancies, resolve customer concerns efficiently, and build a dynamic customer service team that excels at delivering swift and high-quality solutions.

This position requires someone with a proven track record in managing customer service operations, a deep understanding of e-commerce processes, and the ability to streamline operations for maximum efficiency.

Key Responsibilities

• Warehouse & Customer Service Coordination: Work closely with warehouse teams to ensure smooth order processing, resolve any inventory discrepancies, and guarantee accurate and timely order fulfillment.
• Discrepancy Resolution: Investigate and address all order-related issues, including errors, delays, and account concerns, ensuring every customer is accounted for and all queries are resolved effectively and efficiently.
• Team Leadership: Curate and nurture a small team of 2 customer service advisors focused on providing exceptional service and meeting performance targets. Drive a team culture that embraces the philosophy of “All Customers are Accounted For” through precision and care in every interaction.
• KPI Framework & Customer Experience: Enforce KPI framework and customer experience strategy to refine processes, improve team efficiency, and maintain exceptional service standards. Use KPIs to identify opportunities for growth and to continually elevate team performance.
• Continuous Improvement: Analyze customer feedback and data to identify trends, recurring issues, and opportunities for process enhancements. Collaborate with cross-functional teams to implement solutions that prevent future disruptions and improve the overall customer experience.

Qualifications

• Experience with Customer Management Systems (CRM) and technology platforms used for customer service and operations.
• Proven experience managing customer service teams, ideally in an online or e-commerce setting.
• Strong problem-solving skills combined with a customer-first mindset, ensuring the highest satisfaction levels are maintained.
• Highly organized with a demonstrated ability to streamline processes, improve team workflows, and ensure operational efficiency.
• Excellent communication and leadership skills, with a talent for motivating and developing teams in a fast-paced environment.

For the ideal candidate, there is great potential for growth into a Senior Managerial position within 18 months through demonstrated success and results-driven performance.

How to Apply
If you have exceptional organisational skills, strong administrative abilities, a proactive mindset, and a passion for achieving results and driving growth, we’d love to hear from you. Please apply by submitting your resume and a cover letter via Indeed or directly to hr@y-gi.com.

Important: This is a role with immense scope for growth, ad an individual with high attention to detail – Applications without a cover letter will not be considered

Job Types: Full-time, Part-time

Pay: £30,000.00 per year

Expected hours: 35 per week

Schedule:

• Monday to Friday

Application question(s):

• This role is suitable for someone with high organisation skills, who is efficiency and customer focused – why are you the perfect candidate for this position? Stipulate a time you exhibited a high level of initiative in a previous managerial role

Experience:

• Managerial: 2 years (required)
• Customer Service: 2 years (required)
• E-commerce: 1 year (required)

Location:

• England (required)

Work Location: Remote

Application deadline: 03/01/2025
Expected start date: 13/01/2025

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home