- Expérience
- N'importe lequel
- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 3 heures
- Work mode
- Travaillez à domicile
- Eligibility
- Professionals with substantial customer service management experience, especially in outsourced support, fulfilment, warehousing, carrier coordination, or multi-channel retail, are suitable for this position. Candidates should be able to work remotely and travel to external partner sites when neces…
- Resume
- Required to apply
Description de l'emploi
Company Overview
AirCraft Home is a rapidly expanding producer and distributor of award-winning home appliances. Its products are sold through multiple sales channels, including the company’s own website, third-party online marketplaces, and leading retail partners across the UK and EU.
Role Summary
The business is looking to add a Customer Service and Fulfilment Manager to the team because of ongoing growth. This position reports directly to the Managing Director and combines customer experience ownership with fulfilment and logistics oversight.
Key Duties
- Track the performance of the outsourced 3PL partner to make sure service delivery stays consistently strong and aligned with agreed service levels.
- Oversee the outsourced customer service team so that customers receive a high standard of care that goes beyond expectations and meets the agreed SLA.
- Assess customer messages, reviews, complaints, returns, and warranty claims to ensure the company continues to improve the customer experience.
- Spot repeat issues raised by customers and share useful insights with the Product Director and Head of Marketing.
- Analyse return reasons, warranty patterns, and common complaints to support better products, smoother processes, and improved service.
- Visit the outsourced customer service provider regularly to deliver product training and brief the team on new product launches.
- Step in when customer issues escalate and help resolve them effectively.
- Own the daily working relationship with the warehouse and shipping partner handling fulfilment through the 3PL.
- Review fulfilment performance, dispatch timings, and shipping accuracy on an ongoing basis.
- Manage stock variances, warehouse reports, and issues affecting fulfilment.
- Ensure the 3PL is meeting agreed KPIs, cost targets, and service commitments.
- Keep a clear understanding of the financial impact of fulfilment, storage, rework, returns, and shipping decisions.
Candidate Profile
This remote role will suit someone with strong, proven experience in customer service leadership and outsourced operations. The ideal person will be comfortable working across customer care, warehousing, logistics, and multi-channel retail environments.
Additional Information
The successful candidate should be ready to travel to third-party customer service and warehousing sites when required.
This opportunity is suited to a self-driven professional who can work independently and take initiative.
The role requires confidence using common Microsoft Office tools, including Excel and Word.
Experience working with both consumer customers and large business clients is important.
Background in setting up outsourced customer service and warehousing operations across the EU will be valuable.