About us:
is an ecommerce company specializing in personalized pet products for its customers worldwide. Our shipping and production facility is located in Ephrata, Washington.
Job Summary:
We are seeking a proactive and experienced Shipping and Customer Service Manager to lead and oversee the daily operations of our shipping and customer service departments. This role ensures that all customer orders are fulfilled accurately and efficiently, and that customer inquiries and issues are resolved quickly and professionally. The ideal candidate will bring strong leadership, operational expertise, and a passion for delivering outstanding customer experiences. This position will directly oversee Shipping Leads, report to the Director of Operations, and collaborate closely with other members of upper management to align departmental goals with overall company objectives.
Key Responsibilities:
- Team Leadership: Supervise, motivate, and support the Shipping Leads and Customer Service team to maintain high performance and engagement. Provide regular coaching, feedback, and performance evaluations.
- Operational Management: Manage the day-to-day logistics and customer service functions to ensure timely and accurate order processing, packing, and shipping, as well as professional and prompt handling of customer issues.
- Performance Monitoring: Track and analyze team metrics and KPIs to ensure alignment with service level agreements (SLAs) and business goals. Work with Shipping Leads to implement improvements based on performance data.
- Customer Satisfaction: Ensure all customer interactions (inquiries, returns, complaints, etc.) are handled promptly and professionally, maintaining high customer satisfaction and loyalty.
- Training and Development: Provide ongoing training and upskilling opportunities to Shipping Leads and customer service staff. Promote a culture of continuous improvement and development.
- Cross-Functional Collaboration: Work closely with Production, Sales, Marketing, Inventory, and IT departments to coordinate efforts, resolve issues, and deliver a seamless customer experience.
- Reporting: Prepare and present regular reports and insights on the performance of the shipping and customer service departments to senior leadership.
Qualifications & Requirements:
Experience:
- Minimum of 1 year in eCommerce operations, customer service, or outbound shipping
- At least 1 year of experience in a supervisory or managerial role
Skills & Competencies
- Strong leadership and team management capabilities
- Excellent communication and interpersonal skills
- Customer-first mindset with strong problem-solving abilities
- Proficiency in eCommerce platforms and shipping software
- Data analysis and reporting skills
- Detail-oriented and highly organized
- Ability to manage multiple priorities in a fast-paced environment
- Flexibility to work evenings or weekends as needed
- Solid understanding of shipping regulations and customer service best practices
- Ability to work independently and as part of a team
- Detail-oriented with a proactive, can-do attitude
Job Type: Full-time
Pay: From $26.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person