Customer Success

About the Role:

Join our dynamic Customer Success & Operations team, where you'll play a crucial role in supporting both B2B and B2C customers across e-commerce platforms such as Amazon, Walmart, eBay, and Shopify. The ideal candidate will have hands-on experience working with U.S. customers, managing backend operations, and communicating effectively via phone, email, and chat.

As a Customer Success & Operations Specialist, you'll be responsible for managing wholesale orders end-to-end while developing deep expertise in product, process, and e-commerce logistics. You'll work closely with clients from diverse industries, providing top-tier customer service and ensuring timely fulfillment of orders. Your role will bridge customer-facing communication with backend operational efficiency to ensure smooth order processing and delivery.

Key Responsibilities:

• Customer Communication (B2B & B2C): Interact with B2B clients (screen printers, DTG decorators, promotional buyers) and B2C customers via email, phone, and chat, ensuring a seamless experience.
• Product & Service Recommendations: Offer suitable product recommendations based on customer needs, with in-depth knowledge of our catalog and fabric offerings.
• Order Management: Oversee the entire order lifecycle from confirmation to dispatch, ensuring orders are processed accurately and on time.
• Shipping & Fulfillment Coordination: Create and manage UPS shipping labels, coordinate LTL shipments, and track shipments to ensure timely deliveries.
• ERP System Management: Update order statuses, manage tracking, and ensure accuracy in the Odoo ERP system to facilitate smooth order fulfillment.
• Collaboration with Warehouses: Coordinate with our warehouses in Buffalo, NY, and Canada to manage inventory, handle order exceptions, and maintain smooth operations.
• Order Exceptions Handling: Address issues such as product shortages, substitutions, and restocks with professionalism and a customer-first approach.
• E-commerce Platform Expertise: Utilize your knowledge of e-commerce platforms like Amazon, Walmart, eBay, and Shopify to handle orders and provide support for customers operating in these ecosystems.
• Backend Operations Support: Support customers with backend operational tasks related to order management and troubleshooting e-commerce issues.

What You'll Learn & Gain:

• B2B & B2C Operations Expertise: Gain a deep understanding of both B2B customer management and B2C retail strategies.
• U.S. Logistics & Fulfillment: Learn about U.S. logistics, shipping (UPS, LTL), and warehouse coordination.
• ERP Systems Knowledge (Odoo): Enhance your skills in ERP system management, streamlining processes and improving order accuracy.
• Client Communication Excellence: Develop advanced communication skills to handle customer queries professionally and efficiently.
• E-commerce Product Insights: Build a strong product knowledge foundation across a variety of apparel categories and gain insights into e-commerce operations on leading platforms.

Qualifications:

• Proven experience dealing with both B2B and B2C customers in a fast-paced environment (phone, chat, email support).
• Strong knowledge of e-commerce platforms such as Amazon, Walmart, eBay, and Shopify.
• Experience working with U.S. customers and understanding U.S. business practices.
• Proficiency in ERP systems (Odoo experience is a plus).
• Familiarity with shipping processes, including UPS and LTL.
• Excellent communication skills and a customer-first approach to problem-solving.
• Ability to multitask and manage a variety of customer requests and backend operations simultaneously.
• Experience in managing backend operations related to order fulfillment is highly desirable.

Job Types: Full-time, Contractual / Temporary

Pay: ₹25, ₹50,000.00 per month

Benefits:

• Work from home

Work Location: Remote