What are the responsibilities and job description for the Customer Service / Fulfillment Manager position at Nurse Wellness Hemp Dispensary?
Role Title: Customer Service / Fulfillment Manager
Overview:
As our Customer Service / Fulfillment Manager, you will play a pivotal role in providing exceptional customer support to our valued clients, assisting them with inquiries, resolving issues, and ensuring their overall satisfaction with our products and services. You will also lead our fulfillment process from product intake to shipping out orders and transfers to keeping track of inventory.
Key Responsibilities:
Customer Support:
- Provide friendly, professional, and timely assistance to customers via phone, email, live chat, and in-person interactions.
- Address customer inquiries regarding product information, pricing, availability, order status, and shipping/delivery.
- Guide customers through the purchasing process, offering personalized recommendations and solutions based on their needs.
Issue Resolution:
- Investigate and resolve customer complaints, concerns, and issues in a prompt and efficient manner, ensuring a satisfactory resolution for the customer.
- Document and escalate unresolved issues to the appropriate department or manager for further investigation and resolution.
Product Knowledge:
- Develop a deep understanding of Nurse Wellness Hemp Dispensary's product offerings, including hemp-derived products, CBD oils, edibles, and wellness supplements.
- Stay up-to-date on industry trends, product developments, and regulatory changes to provide accurate and helpful information to customers.
Ecommerce:
- Have an in depth understanding of the Nurse Wellness website from a customer perspective.
- Understand how online inventory is tracked
- Understand how online payments and refunds work
- Moderate and respond to online product reviews through Helpful Crowd
Order Fulfillment:
- Prepare online orders for shipping, pickup, or delivery
- Fulfill wholesale orders
- Invoicing
Customer Education:
- Educate customers about the benefits and uses of hemp-derived products, including CBD oils and other wellness supplements, to help them make informed purchasing decisions.
- Provide guidance on dosage, usage instructions, and potential interactions with other medications or supplements.
Retail Consultant Assistance:
- Fulfill role of a Sales Consultant in the store as necessary depending on staffing
- Provide customer service to customers in store and maintain the retail storefront
Store Upkeep:
- Maintain organization and cleanliness of the Warehouse
- Assist Retail in opening and closing the store properly as needed
Quality Assurance:
- Monitor customer feedback and satisfaction metrics, identifying trends and areas for improvement in product quality, customer service, and overall customer experience.
- Collaborate with the management team to implement corrective actions and improvements based on customer feedback and market insights.
Employee Management:
- Manage employee productivity at the warehouse location
- Facilitate a productive work environment for all employees at the warehouse store location
- Ensure all duties are performed properly by other employees working Customer Service Shifts
- Bring any issues needing reprimanding for the employee to upper management to address.
Necessary Skills:
- Exceptional Customer Service Skills
- Problem Solving
- Conflict Resolution
- Intermediate knowledge of Technology and computers
- Basic Microsoft or Google Suite knowledge
- Fast learning ability
- Employee Management
