Customer Experience & Operations Manager Full Time NEW

Who We Are

Launched in 2021, Bramble is the first and only vet-formulated 100% plant-based fresh pet food delivery service on a mission to help pet parents feed their fur kids in a healthier, cleaner way, free from all common pet allergens, without sacrificing taste or enjoyment. Using a direct-to-consumer delivery model, we send consumers plant-based, fresh pet food straight to their doggy door. Our recipes are formulated by board-certified veterinary nutritionists. Dogs go crazy for our savory, meat-like recipes and pet parents report healthier, happier pups, which is what we live for!

We are looking for an experienced Customer Service & Operations Manager to join our team. As an essential member of our small team, you will work to ensure the highest level of customer experience, build a strong customer experience department, and assist with managing and tracking inventory and vendor relationships.

Job Title: Customer Service & Operations Manager

Report To: Head of Operations

Location: Remote

Travel: As needed

Job Summary

The Customer Service & Operations Manager is an integral member of the Operations team and is responsible for all customer interactions on email. This role will be expected to work with customers to field questions, monitor order processing, resolve complaints or disputes, provide guidance to ensure exceptional customer satisfaction, and track and report on customer issues. This role is responsible for fostering a customer-centric culture that keeps with the Bramble brand of positivity, transparency and understanding. This role will also be involved in managing inventory which will require close vendor relationships, PO and order placement, supply chain planning and management, logistics tracking and warehouse receipts.

What’s In the Bowl

●       Offer best-in-class service to all customers to provide an exceptional, best in class experience

●       Answer all incoming customer inquiries via email and SMS in a professional and timely manner

●       Track issue tickets and eventually implement a CRM system

●       Manage return and exchange workflows

●       Build authentic, intimate relationships with customers

●       Resolve customer complaints or disputes

●       Display extensive product knowledge on our full line of products

●       Facilitate orders for marketing needs, VIP clients of the team, PR requests, etc.

●       Share weekly in-stock updates and customer service trends with greater team

●       Work with supply & procurement manager to ensure all SKU information is routinely validated including expiry dates, lot code checks, obsolete inventory, carton counts, and occasional cycle counts.

●       Coordinate with the greater team to share any applicable feedback from customers on promotions, product feedback, and more.

●       Coordinate with the Operations team and vendors to share any applicable feedback on supply, demand or any stock issues

●       Develop non-sellable plan weekly / monthly to make procurement / supply chain changes based on revisions

●       Place purchase orders and provide forecasts to leadership and our external partners

●       Execute invoice review for all relevant materials

●       Build and maintain vendor relationships

●       Book, track, and manage all inbound air, sea, and truck transportation for non-sellable items

●       Oversee daily warehouse operations including inventory receipts, e-commerce order fulfillment, retail order fulfillment, SKU uploads, inventory management and special item assemblies

●       Execute packaging changes resulting from artwork, copy, and content shifts.

Necessary Ingredients for the Role:

·      3-5 years in customer service-related role at a fast-growing start-up, ideally in the direct-to-consumer space

·      Proven ability to handle customer-related issues from receiving emails to resolution, and tracking and reporting on issues to management

·      Demonstrated track record working with third-party logistics

·      Experience building and fostering customer and vendor relationships

·      Attention to detail, accuracy and follow-through

·      Strong problem-solving skills and the ability to get things done

·      Willingness to be part of an early-stage startup where no task is too small

·      Strong communication skills with ability to speak directly with senior stakeholders

·      Cultural competencies: High self-awareness, low ego; commitment to honesty; courageous and direct communication; generous with insights and opinions

Treats:

We’re committed to making Bramble a great place to work, and demonstrate that with benefits (medical, dental, vision), paid time off, discounted dog food, and the opportunity to work alongside co-workers who are passionate about animals and food!

Bramble embraces inclusion, diversity and equal opportunity. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. Bramble is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

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Qualifications

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