Customer Service & Fulfillment Lead
Reports to:
Chief Operating Officer (Interim: Production Manager)
Job Overview:
Lead and actively participate in our order fulfillment, shipping, and customer service operations. This role combines leadership and hands-on work – ensuring every order is processed accurately, shipped on time, and every customer receives exceptional service.
Essential Responsibilities and Duties include the following. Other duties may be assigned.
- Lead and assist daily operations in customer service, order fulfillment, shipping and receiving.
- Train, delegate tasks, and work alongside team members to complete daily workloads.
- Process and input customer orders via phone, email, and online systems.
- Collect product and prepare for shipping; review orders prior to shipping for accuracy.
- Communicate with production, scheduling, and shipping teams to ensure order accuracy and timely delivery.
- Maintain positive relationships with customers through prompt and professional communication.
- Support sales growth through customer outreach and product knowledge.
- Coordinate shipping & receiving, warehouse and logistics, inventory of materials and organization of shipping areas.
- Operate equipment such as forklifts or pallet jacks as needed.
- Ensure compliance with all safety and company procedures.
Qualifications
- 2-3 years of experience in customer service, fulfillment, or logistics.
- Strong leadership skills with the ability to both delegate and perform tasks directly.
- Excellent communication, organization, and multitasking skills.
- Proficient with computer systems and data entry.
Physical Demands
The physical demands of this job include the ability to be on one’s feet or sitting at a workstation for extended periods of time. Must be able to lift up to 25-35 lbs. regularly. Reasonable accommodations may be made to enable individuals with other abilities to perform essential functions
Work Environment
The noise level in the work environment can be moderate to loud. You must be able to work in various degrees of temperature. This is a moderate to fast paced role. Chocolate sampling is encouraged.
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