Customer Experience & Operations Supervisor

Job Description

Job Description

Schedule: Monday–Friday | Occasionally on weekends
Compensation: Starting at $20-$25/hour (based on experience)

About Crew Mail Services

Crew Mail Services has proudly served the cruise industry since 2016. We specialize in receiving, storing, and delivering packages to cruise ship crew members sailing from the ports of Miami and Fort Lauderdale, Florida . We also provide onboard retail services, helping thousands of crew members each year with packages, online shopping, and everyday essentials.

Our reputation has been built on exceptional customer service, reliability, and fast response times. As a small but growing company, every team member plays an important role in delivering an outstanding experience to our customers while supporting the global cruise industry.

About the Position

We are looking for an organized, dependable, and customer-focused professional to join our growing team.

This is a dynamic position that combines customer service, logistics, warehouse operations, inventory management, retail support, and administrative responsibilities. Every day is different. One moment you’ll be helping a crew member locate an important package, and the next you’ll be organizing inventory, preparing deliveries, receiving merchandise, or assisting with onboard retail operations.

If you enjoy staying busy, solving problems, helping people, and working in a collaborative environment, we’d love to meet you.

Key Responsibilities

Customer Service & Communication

• Respond promptly and professionally to customer inquiries via email and WhatsApp.
• Provide exceptional customer service to cruise ship crew members from around the world.
• Assist customers with package tracking, deliveries, online orders, billing questions, and general inquiries.
• Resolve customer concerns with professionalism, empathy, and efficiency.
• Maintain accurate customer information and communication records.
• Ensure all customer inquiries are answered promptly, with a goal of responding within a few hours and no later than 24 hours.

Order Processing & Administration

• Process online orders accurately and efficiently.
• Place online purchases with suppliers on behalf of customers.
• Monitor order status and communicate updates.
• Verify invoices, receipts, and shipping information.
• Perform data entry and maintain organized electronic records.
• Assist with general office and administrative duties.

Package Receiving & Warehouse Operations

• Receive packages from multiple shipping carriers.
• Log packages accurately into our software system.
• Organize, label, and safely store packages.
• Prepare daily deliveries.
• Assist with loading and unloading packages.
• Maintain a clean, safe, and organized warehouse environment.

Inventory & Retail Operations

• Receive merchandise from suppliers.
• Organize inventory and maintain accurate stock levels.
• Restock retail shelves and displays.
• Assist with inventory counts and stock replenishment.
• Help prepare merchandise for onboard retail sales.
• Report low inventory levels and assist with purchasing.

Cruise Ship Support

• Occasionally board cruise ships to assist with onboard retail operations.
• Set up merchandise displays.
• Assist crew members with purchases.
• Represent Crew Mail Services professionally while interacting with ship personnel and customers.

Qualifications

We’re looking for someone who is:

• Friendly, professional, and customer-focused.
• Highly organized with excellent attention to detail.
• Able to multitask and prioritize in a fast-paced environment.
• Comfortable communicating through email, messaging, and phone.
• Self-motivated and able to work independently.
• Dependable, punctual, and trustworthy.
• Positive, adaptable, and willing to help wherever needed.
• Comfortable learning new software and technology.

Preferred Experience

• Customer service
• Logistics or shipping
• Warehouse operations
• Inventory management
• Retail or hospitality
• Administrative or office support

Previous experience in the cruise, hospitality, logistics, or retail industries is considered an asset but is not required.

Physical Requirements

• Ability to lift and move packages weighing up to approximately 50 lbs.
• Ability to stand, walk, bend, and move throughout the workday.
• Comfortable working in both an office and warehouse environment.
• Ability to occasionally board cruise ships within Port Everglades and Port Miami.

Why Join Crew Mail Services?

• Monday–Friday schedule with evenings and weekends generally free.
• Competitive hourly pay.
• Friendly, supportive, and collaborative team.
• Stable, year-round employment.
• Opportunity to learn many aspects of business operations.
• Opportunities for growth as the company continues to expand.
• Work in a unique industry serving cruise ship crew members from around the world.
• Every day brings new challenges, new customers, and new opportunities to make a difference.