Ecommerce Fulfillment & Customer Experience 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

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.