Apply to this job

Back to search

Posted December 8th

Cheribundi DTC Customer Service

Stamford, CT


Agency 7Seas logo

Employer

Agency 7Seas

View Full Profile

Posted December 8th

Cheribundi DTC Customer Service

Remote

Function

Operations

Experience

Mid-Level

Salary

70-100k

Type

Full Time

About The Position
POSITION: Customer Service Manager, Direct to Consumer & E-Commerce

About Us

Cheribundi is a leading natural sports performance brand specializing in the most antioxidant-rich tart cherry juices. Scientifically proven to reduce muscle soreness and inflammation, enhance sleep and relieve pain, there is no product in the world shown to help athletes recover better than tart cherry juice. With a multitude of performance benefits for lifestyles ranging from wellness to elite athletes, Cheribundi is fighting against synthetic science with a natural solution. 

About The Role

Reporting into the Chief Operating Officer and Director, DTC Center of Excellence (DTC COE Lead), the Customer Service Manager, DTC/ECOMM (DTC CSM) at Cheribundi will have primary responsibility for all direct-to-consumer ecommerce platforms and tools (including Amazon Shopify, Walmart.com, Target.com, Thrive Market, etc.): platform set-up; inventory, order and fulfillment management; charge-back and delivery disputes; and order and performance reporting. The DTC CSM will also have an as-needed back-up responsibility of our current Offline/Retail Customer Service Manager during times of PTO.

Key Responsibilities
 
Planning, System Set-Up and Maintenance
·        In coordination with the DTC COE Lead, provide an order management and fulfillment plan to meet business goals including item availability in line with budget, OTIF, and fulfillment expectations
·        Make available e-comm exclusive SKUs, seasonal SKUs, FBA/FBM SKUs, and bundle packs while organizing and managing execution with third-party logistics providers (3PLs)
·        Partner with DTC COE Lead to own all e-comm item and customer set-up on all systems: Amazon vendor & seller central, other retailer e-comm platforms, internal ERP/financial and 3PL warehouse management systems
·        Manage Amazon inventory replenishment across various amazon platforms to ensure all products are in stock
·        Validate that all system routing is mapped and tested to ensure proper order routing, inventory management, and fulfillment in all systems
·        Edit and maintain all e-comm customer and item master information, including ASIN, UPCs and related item dimensions and order standards
·        Troubleshoot e-comm data transfer system issues and working with outside vendors to resolve
 
Purchase Order, Inventory and Fulfillment Management
·        Receive, enter, verify and route all e-comm and DTC sales orders from customers using both EDI and as manual entry as needed
·        Schedule, verify and manage all e-comm and DTC outbound inventory movement to optimize for inventory weeks on hand and cost
·        Manage all shipping materials to ensure product is packed out per company standard, and write/communicate work instructions with fulfillment center
·        Track fulfillment of shipments as well as shipping issues and communicate status as needed to key stakeholders (internal and external); 
·        Recognize and reconcile any potential order conflicts, such as delivery/shipping delays or out of stock situations, to ensure customer orders will deliver on-time and in-full
·        Manage 3PL pick accuracy and quality of shipments.  Oversee warehouse guidance, including work instructions and training warehouse staff as SOP
·        Act as the first point of contact with agencies, DTC COE Lead, and Consumer Experience Manger for product re-ships, fulfillment queries and pick issues to 3PL warehouse for DTC/E-Comm
·        Provide back-up to the Offline/Retail Customer Service Manager for the retail, club and mass side of the business in times of PTO
·        As needed, manage internal sample requests and fulfillment out of the HQ Office supply room, including managing in-office stock of finished goods and materials.
 
Performance Reporting
·        Create, distribute and manage all performance reporting on Amazon account health including: shipping performance, PO routing, pickup performance, order defect rates, inventory performance index, aged inventory summary, restock inventory summary, etc.
·        Analyze data from e-comm vendors and customers and report on fulfillment and shipping issues
·        Track e-comm & DTC item/case pick, pallet and freight costing in relation to order size and destination

Materials management? – Who is owning this at the 3PL?
FBA shipments – Who is owning this with the 3PL?
 
QUALIFICATIONS
·        5+ years in a customer service role for a food/beverage/CPG industry including at least 3+ Amazon order fulfillment management required
·       Passion for digital commerce working with/at startups and personal passion for sports nutrition/health & wellness preferred
·        Must have significant e-comm system management experience (Amazon Vendor and Seller Central, Shopify, Walmart.com and SPS Commerce) as well as NetSuite, SOS or other ERP system experience, including understanding electronic data interchanges from ERP to Shopify and Amazon.
·        Experience with parcel freight management and pricing with Fedex, UPS and LTF freight logistics providers
·        Experience managing, training and working with food & beverage 3rd party warehouse, storage, picking, fulfillment and shipping 
·        You have a hands-on attitude where no job is too small
·        You get energy from solving totally new problems and seeing the direct impact of your work via growth of small brands 
·        You are analytical, with a focus on continuous improvement of process and systems driven by the desire for data accuracy in the face of many unknowns
·        You are a strategic thinker who sees the big picture but also thoroughly builds and executes detailed plans based on clear priorities
·        Strong time-management and people skills, flexibility, and multitasking ability;
·        Self-motivated and self-directed with a genuine interest in business operations across all functions
·        Advanced MS Excel skills required
·        Proficiency with Microsoft Office, Google Docs, and other similar business suites
 
Location
Remote
Function Details
  • Reports To Chief Operating Officer
  • Direct Reports 4