Customer Service and Order Fulfillment Manager

Easy Outsource; Poland; On-site; PLN 60,000 - 80,000; Full time

Job summary

A leading service provider in Poland is looking for a Customer Service and Order Fulfillment Manager to drive strategic oversight in customer service and ensure operational excellence in order fulfillment. The ideal candidate should have a strong background in customer experience management and e-commerce operations, with at least 10 years of experience, including 5 years in a leadership position. This role demands exceptional communication skills and the ability to foster collaboration across various departments.

Qualifications

• Minimum of 10 years of experience in customer experience management, with at least 5 years in leadership.
• Proven track record in leading and scaling customer service teams.
• Outstanding written and verbal communication skills in English.

Responsibilities

• Develop and execute a customer experience strategy for satisfaction and loyalty.
• Build, mentor, and lead a high-performing customer service team.
• Manage the order fulfillment process ensuring accuracy and quality.

Skills

Customer experience management

E-commerce operations

Team leadership

Communication skills

Analytical skills

Problem-solving abilities

Education

Bachelor’s degree in Business Administration, Communications, or related field

Advanced degree preferred

Tools

CRM systems

Data analytics tools

Microsoft Office Suite

Google Workspace

Project management tools

Shopify

Job description

Customer Service and Order Fulfillment Manager

This senior‑level role combines strategic oversight of customer service and order fulfillment with cross‑departmental collaboration, ensuring that our operations are aligned with our mission to provide exceptional historical content to our subscribers. The ideal candidate will possess a strong background in customer experience management, e‑commerce operations, and team leadership, along with exceptional communication skills to navigate complex situations and foster collaboration across the organization.

Key Responsibilities

• Strategic Leadership: Develop and execute a customer experience strategy that enhances satisfaction, retention, and loyalty while driving operational excellence across customer service and fulfillment.
• Team Development: Build, mentor, and lead a high‑performing customer service and fulfillment team, instilling a culture of excellence, accountability, and
• Operational Oversight: Manage the end‑to‑end order fulfillment process, ensuring accuracy, timeliness, and quality in delivering our historical documents and products to customers.
• Cross‑Department Collaboration: Work closely with marketing, product development, and logistics teams to ensure alignment of customer service initiatives with business objectives, driving synergy and enhancing overall.
• Data‑Driven Insights: Analyze customer feedback and service metrics to inform decision‑making, improve operational efficiency, and identify areas for strategic growth.
• Issue Resolution: Proactively address complex customer complaints and issues, devising effective solutions that uphold company values and foster long‑term relationships.
• Performance Management: Establish and monitor key performance indicators (KPIs) related to customer experience and fulfillment operations, providing regular updates and actionable insights to the executive team.
• Best Practices Implementation: Develop and implement standard operating procedures (SOPs) for customer engagement and fulfillment processes, ensuring consistency and efficiency across the organization.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field; advanced degree preferred.
• Minimum of 10 years of experience in customer experience management, with at least 5 years in a leadership role within e‑commerce or subscription‑based.
• Proven track record of successfully leading and scaling customer service and fulfillment teams.
• Strong analytical skills with experience in CRM and order management systems; proficiency in data analytics tools to monitor performance and identify.
• Exceptional organizational skills and the ability to manage multiple priorities in a fast‑paced environment.
• Strong problem‑solving abilities and capacity to make informed decisions under pressure.
• Outstanding written and verbal communication skills in English, with an emphasis on stakeholder engagement and collaboration.

Desired Skills

• Extensive experience in subscription‑based business models is highly preferred.
• Knowledge of logistics, supply chain management, and fulfillment operations.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and Google Workspace (Google Docs, Google Sheets).
• Experience with project management tools (e.g., ClickUp) and customer support.
• Familiarity with Shopify and e‑commerce best practices is a plus.