Customer Service & Fulfillment Manager

Sunset Lake CBD; Burlington (VT); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

401(k) after 1 year

Paid time off

9 paid holidays

Employee discount

Job summary

Sunset Lake Farms, a Vermont hemp and wellness producer, seeks a Customer Service & Fulfillment Manager to lead e-commerce order fulfillment and customer care from its South Hero facility.

You will coordinate with operations, marketing, and carriers, while maintaining a robust ticketing system and inventory controls. A strong, professional voice and data-driven mindset are essential for success.

Qualifications

• Must be able to receive and place phone calls professionally.
• Must write clearly with Sunset Lake Farm’s warm brand voice.
• Familiarity with warehouse organization and FIFO inventory.
• Ability to work with a diverse team and maintain relationships.
• Ability to synthesize data from multiple sources for insights.

Responsibilities

• Oversee fulfillment of all ecommerce orders and carrier handoffs.
• Answer calls, respond to voicemails, assist with subscriptions, and place orders.
• Assist customers via phone/email on order status and replacements.
• Maintain a live customer service ticket database and spot trends.
• Coordinate with USPS/UPS to track or resolve deliveries.
• Inform production and forecast fulfillment with Operations.
• Produce monthly sales reports for Marketing and manage fraud checks.
• Update weekly inventory and COAs to ensure compliance.

Skills

Phone etiquette

Clear written comms

Warehouse familiarity

FIFO inventory

Data synthesis

Tools

Shippo

ShipStation

Pirate Ship

Klaviyo

WordPress

WooCommerce

Airtable

Job description

Customer Service & Fulfillment Manager | Full Time

Category: Ecommerce/Wellness Products

Want to work with hemp? Want to break into the hemp industry? Sunset Lake Farms is hiring! At Sunset Lake Farms , our mission is to deliver high-quality wellness products from our Vermont farm to your front door. By practicing regenerative farming and partnering with trusted growers, we provide sustainably crafted products that nurture your well-being, support our workers, and revitalize the land. We are a local small business based in South Hero, Vermont.

As the Customer Service and Fulfillment Manager, you will work with our team to fulfill and ship online orders and to help to ensure a great customer experience. This position is primarily based out of our South Hero shipping facility. See below for more details.

Sunset Lake Farms is committed to diversity, equity, and inclusion, and strongly encourages people of color, women, non-binary folks, LGBTQ+ individuals, and those with protected class backgrounds to apply. We value the individuals we hire and look forward to creating a positive work environment for everyone.

Position Description:

The Customer Service & Fulfillment Manager reports to the Executive Director and will perform the following tasks:

• Work with the Fulfillment Specialist to oversee the successful fulfillment of all retail e-commerce orders and the transportation to USPS or UPS facilities.
• Answer phone calls made to the office line and monitor and respond to voicemails. Assist customers over the phone with subscription issues, general questions, and by placing orders. Direct calls to the appropriate team member as needed.
• Assisting customers with questions regarding existing orders via phone or email and responding to inquiries in a timely fashion. Examples include educating and consulting with current customers and potential customers about best practices, or replacing defective items.
• Maintaining a live database of customer service tickets, resolving multi-step tickets, and identifying trends and any potential underlying technical issues with the user experience.
• Interfacing with USPS and UPS representatives to track down missing or misdelivered packages and filing tickets with each carrier as needed.
• Work with the Director of Operations to inform production schedules and forecast fulfillment needs.
• Work with the Director of Marketing to identify consumer trends and develop strategies that best assist our customers. Produce monthly sales reports for the Director of Marketing.
• Charge, refund, and flag fraudulent charges on the Authorize.net payment platform.
• Update and maintain weekly inventory counts.
• Updating documents and current COAs to ensure compliance.
• Procure appropriate pack and ship supplies from approved vendors.
• Troubleshoot technical issues and coordinate with web developers when issues need further attention.
• Work closely with other staff members to create a safe, productive, and positive work environment for all staff.

Required Qualifications:

• Must be able to receive and place phone calls in a friendly and professional manner.
• Must be able to write clearly and concisely and reflect Sunset Lake Farm’s warm brand tone and voice.
• Must be familiar with warehouse organization, safety standards, and the FIFO inventory system.
• Must be able to maintain positive professional relationships with a diverse group of co-workers.
• Ability to synthesize data from across a variety of sources and customer touchpoints.
• Ability to translate data and experience into actionable recommendations.
• Excellent time management and communication skills.
• Must have reliable transportation and a valid driver’s license.
• Must be over 21 years of age.

Desired Qualifications:

• Able to charge, refund, and flag fraudulent charges on the Authorize.net payment platform.
• Hands‑on technical experience with different shipping tools such as Shippo, ShipStation, or Pirate Ship, etc.
• Familiarity with CRM software such as Klaviyo, WordPress, WooCommerce, or Airtable, etc.

Schedule:

Compensation:

Salaried at $55k-$65k per year depending on experience.

• 401(k) eligibility after one year.
• Paid time off.
• Nine paid holidays.
• Employee discount on products.

Deadline: October 2nd, 2026

Anticipated Start Date: November 2, 2026

Equal Employment Opportunity Employer

• All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors protected by law.