Fulfillment & Customer Service Team Lead

Alicewalk; Mansfield (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a fast-growing women's clothing brand as a Fulfillment & Customer Experience Team Lead. This role is perfect for someone who thrives in a hands-on environment and is passionate about delivering high-quality customer experiences. You will be part of a close-knit team, ensuring the efficient operation of e-commerce fulfillment while maintaining the brand's standards. Your leadership will be key in training new team members and managing daily operations. If you are organized, detail-oriented, and ready to contribute to a positive team culture, this opportunity is for you.

Benefits

Paid holidays

401k with company match

Generous employee clothing discount

Flexible start and stop times

Qualifications

• Highly organized and detail-oriented individual with leadership skills.
• Ability to manage multiple projects and communicate effectively.

Responsibilities

• Lead the fulfillment team to ensure smooth daily operations.
• Train new team members and uphold brand standards.
• Collaborate with the Customer Experience team for efficiency.

Skills

Organizational Skills

Attention to Detail

Communication Skills

Leadership

Problem Solving

Ability to Lift Heavy Objects

Experience in Apparel Retail

Job description

Fulfillment & Customer Experience Team Lead

Position: Fulfillment & Customer Experience Team Lead

Hours: 35-40

Location: Alice Walk Fulfillment Center, Mansfield, MA

Directly Reporting to: Warehouse Operations Manager

Indirectly Reporting to: Director of Customer Experience

About Alice Walk

Alice Walk is a fast-growing women’s clothing brand founded on the belief that pairing classic silhouettes with beautiful, high-quality materials is the key to creating a fresh-yet-timeless wardrobe. We believe less is so much more. Classic, clean and truly timeless – that is our design philosophy. Those special staples you love and will wear for years to come. All of our clothing is designed in-house and then thoughtfully produced in small batches by expert factory partners around the world. Alice Walk is run by a small team based out of Boston, and all of our fulfillment is done in-house!

We are looking for a highly organized and detail-oriented individual who loves a hands-on job, appreciates working with a high-end product, and is excited to work alongside a small team at our e-commerce fulfillment center in Mansfield, MA.

The Fulfillment & Customer Experience Team Lead will play the important role of being a leader within our fulfillment team to ensure the smooth operation of our daily e-commerce fulfillment needs, making sure brand standards are being upheld with product and packaging, training new team members, and being the point person for e-commerce customer experience related matters (i.e. special customer requests, hand-written notes, expediting orders, etc). This person will report to our Warehouse Operations Manager but also will work closely with our Customer Experience team.

In this role you will get to work on a women-led, tight-knit team that is passionate about the growth and reputation of our brand – and values relationships, team culture, and a positive work environment.

DUTIES + RESPONSIBILITIES :

• Working closely with the WOM (Warehouse Operations Manager) to ensure efficiency of daily warehouse operations and fulfillment of e-commerce & wholesale orders
• Collaborate on weekly meetings with WOM to meet these goals & discuss challenges that need addressing (changes to systems, Fulfillment Team (FT) staffing, etc)
• Communicating with WOM about hiring needs and staff capacity (as we grow; during holidays, etc)
• Work closely with WOM on the hiring process for new FT team members
• Overseeing and delegating daily routine tasks for FT as well as working in these areas alongside the team
• Printing orders & shipping labels for customer orders
• Packing orders with utmost attention to detail/presentation
• Checking orders are correct / minimizing errors & Stockouts
• Organizing and packing wholesale orders
• Returns
• Processing refunds & exchanges
• QC’ing returned inventory
• Repacking (Inspecting, steaming and folding returned pieces back to their original condition)
• Training new staff on fulfillment processes and protocols
• Working with WOM to develop SOPs for Fulfillment and returns processes to ensure consistent training.
• Managing the inventory and re-ordering of certain packaging materials (postcards, stickers, tape, etc)
• Working closely with our Customer Service team on any customer experience related needs
• Collaborating with the Customer Service team to continuously find efficiencies that better and more effectively serve our customers
• Stepping in to help WOM as necessary with other WH operations tasks, including unpacking large shipments of product, inventory counts, filling in pick bins, inventory organization, etc.

Skills & Requirements

• Extremely organized, with an incredible attention to detail
• Ability to manage and prioritize multiple projects, remain calm under pressure, and pivot when necessary!
• Having a Can-Do attitude & proactively taking initiative to problem solve issues as they arise
• A positive and enthusiastic leader - people love to work with and for you!
• Excellent communication skills, both written and verbal
• Experience in an apparel retail environment is a plus! (but not required)
• This job does require some heavy lifting, so you need to be able to: move and lift 25 lbs with ease (and 50lb occasionally); be on your feet while working (standing or walking); occasionally will need to climb a step ladder.

Details:

• 35-40 hours per week, Monday - Friday
• Start and stop time somewhat flexible (between 8am - 5pm)
• Compensation is hourly and based on experience
• Paid holidays and time-off
• 401k with company match
• Generous employee clothing discount
• Other benefits to be discussed during the interview process

If you’re interested in this position, please email Jane Pagano ([e-mail]) your resume as well as a brief email explaining why you would be a good fit for this role.