Operations Assistant, Customer Care
$51k - $64kINTERNATIONAL COSMETICS & PERFUMES
Job Description
Job Description
POSITION: Operations Assistant, Customer Care
REPORTS TO: Manager, Customer Care
LOCATION: New York, NY (Hybrid)
Operational Support
- Assist the Customer Care Manager with daily operational activities and process improvements within the customer care function.
- Monitor workflows to ensure efficient resolution of customer inquiries, order issues, and fulfillment-related escalations.
- Identify operational gaps and recommend solutions to improve efficiency and customer satisfaction.
- Track and analyze KPIs related to customer experience, including CSAT, response times, resolution rates, and operational performance metrics.
- Maintain dashboards and generate regular reports for leadership review.
- Highlight trends, risks, or opportunities and propose actionable recommendations.
- Cross-Functional Communication
- Serve as the primary liaison between the customer care team and warehouse operations.
- Coordinate with warehouse teams to resolve order discrepancies, fulfillment issues, returns, and inventory-related concerns.
- Ensure timely communication and follow-up across departments.
- Utilize and maintain operational systems such as SAP, eVisibility, Shopify, and Gorgias to manage orders, customer communications, and workflow tracking.
- Support data accuracy and system updates related to customer care operations.
- Assist in optimizing system usage and documenting best practices.
- Bachelor’s Degree in Business or a related field
- 2-3 years experience in customer care operations, logistics coordination, or operational support roles.
- Strong analytical skills with experience monitoring KPIs and performance metrics (e.g., CSAT).
- Familiarity with SAP, Shopify, Gorgias, eVisibility, or similar CRM/ERP systems preferred.
- Excellent communication and cross-functional collaboration skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment
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Vacancy posted 24 days ago
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