Customer Service & Fulfillment Manager

About the role

At Sunset Lake Farms, our mission is to deliver high-quality wellness products from our Vermont farm to your front door. By practicing regenerative farming and partnering with trusted growers, we provide sustainably crafted products that nurture your well-being, support our workers, and revitalize the land. We are a local small business based in South Hero, Vermont.

As the Customer Service and Fulfillment Manager, you will work with our team to fulfill and ship online orders and to help to ensure a great customer experience. This position is primarily based out of our South Hero shipping facility.

Responsibilities

• Work with the Fulfillment Specialist to oversee the successful fulfillment of all retail e-commerce orders and the transportation to USPS or UPS facilities.
• Answer phone calls made to the office line and monitor and respond to voicemails.
• Assist customers over the phone with subscription issues, general questions, and by placing orders. Direct calls to the appropriate team member as needed.
• Assist customers with questions regarding existing orders via phone or email and respond to inquiries in a timely fashion. Examples include educating and consulting with current customers and potential customers about best practices, or replacing defective items.
• Maintain a live database of customer service tickets, resolve multi-step tickets, and identify trends and any potential underlying technical issues with the user experience.
• Interface with USPS and UPS representatives to track down missing or misdelivered packages and file tickets with each carrier as needed.
• Work with the Director of Operations to inform production schedules and forecast fulfillment needs.
• Work with the Director of Marketing to identify consumer trends and develop strategies that best assist our customers.
• Produce monthly sales reports for the Director of Marketing.
• Charge, refund, and flag fraudulent charges on the Authorize.net payment platform.
• Update and maintain weekly inventory counts.
• Update documents and current COAs to ensure compliance.
• Procure appropriate pack and ship supplies from approved vendors.
• Troubleshoot technical issues and coordinate with web developers when issues need further attention.
• Work closely with other staff members to create a safe, productive, and positive work environment for all staff.

Required Qualifications

• Must be able to receive and place phone calls in a friendly and professional manner.
• Must be able to write clearly and concisely and reflect Sunset Lake Farm’s warm brand tone and voice.
• Must be familiar with warehouse organization, safety standards, and the FIFO inventory system.
• Must be able to maintain positive professional relationships with a diverse group of co-workers.
• Ability to synthesize data from across a variety of sources and customer touchpoints.
• Ability to translate data and experience into actionable recommendations.
• Excellent time management and communication skills.
• Must have reliable transportation and a valid driver’s license.
• Must be over 21 years of age.

Desired Qualifications

• Able to charge, refund, and flag fraudulent charges on the Authorize.net payment platform.
• Hands-on technical experience with different shipping tools such as Shippo, ShipStation, or Pirate Ship, etc.
• Familiarity with CRM software such as Klaviyo, WordPress, WooCommerce, or Airtable, etc.

Schedule

40 hrs/week. 9:00 am - 5:00 pm, Monday–Friday.

Compensation

Salaried at $55,000–$65,000 per year depending on experience. 401(k) eligibility after one year. Paid time off. Nine paid holidays. Employee discount on products.