Retail + 2 more
Description
Customer Operations Manager
Location: Nairobi
Schedule: Monday to Friday, 8:00 a.m. – 5:00 p.m. (Central Time)
We are seeking a Customer Operations Manager responsible for ensuring an exceptional customer experience and operational efficiency across ecommerce and fulfillment. This role covers three core areas: Customer Support, Order Management, and Reporting.
Requirements:
- Experience in Customer Operations, ecommerce, fulfillment, or customer service.
- Strong organizational skills and attention to detail.
- Experience managing orders (backorders, partial and international shipments).
- Experience with dashboards, operational trackers, and KPI reporting.
- Advanced English (near-native), both written and spoken.
- Bachelor’s degree in Marketing or a related field.
- Ability to work remotely and independently.
- Analytical mindset, problem-solving skills, and a customer-first approach.
Nice to Have:
- Experience with Shopify.
- Familiarity with AI tools (ChatGPT, Claude, Gemini).
- Experience working with 3PL or fulfillment partners.
- Interest in process improvement and operational optimization.
Ideal Profile:
Highly organized, reliable, and proactive individual with strong attention to detail, professional maturity, and a continuous improvement mindset. Results-oriented with a strong sense of ownership over the customer experience.
Responsibilities
Key Responsibilities:
- Manage customer communication via email with clarity, professionalism, and timeliness.
- Resolve issues related to orders, shipments, returns, damages, replacements, and changes.
- Process refunds, returns, discounts, and gift cards.
- Manage ecommerce and wholesale orders from start to finish.
- Monitor pending orders, partial shipments, delays, and backlog.
- Coordinate international shipments and order modifications with logistics partners.
- Maintain updated dashboards, trackers, and operational reports.
- Track KPIs and daily performance metrics.
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