Onsite Customer Service Manager, Fulfillment
Core
Manage onsite fulfillment center operations and customer support teams to ensure operational excellence and customer success.
Role type
Senior IC Customer Service Manager (Fulfillment)
Builds
Fulfillment center operations and customer support services for global trade clients
Domain
Logistics / Supply Chain / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Performance tracking, People management, Root cause analysis, Quality assurance, Process improvement, Project management, Data-driven decision making, Cross-functional collaboration, Escalation management, Team mentoring
Preferred skills
Change management, Relationship management, Standardization of best practices
Technologies
Ticketing systems, Performance reporting tools, NPS platforms
Responsibilities
Track and analyze performance metrics to develop improvement strategies, Set and manage ramp plans for team performance, Build relationships with operations teams for collaborative problem-solving, Provide reporting on team performance and SLA/TTR metrics, Own ticket quality review and coaching, Drive site-level NPS follow-through, Oversee disposals process, Lead and mentor the team, Manage escalations, Establish regular one-on-ones
Seniority
Senior, hands-on IC
