Assistant Manager, Operations & Customer Service

About this role

COMPANY DESCRIPTION

RéVive™ is a luxury skincare line founded by noted Plastic and Reconstructive Surgeon Dr. Gregory Brown in 1997. Inspired by patented and Nobel Prize Winning science, RéVive's products are scientifically formulated to reduce visible signs of aging with Bio-Renewal Technology. RéVive™ can be found at reviveskincare.com, select specialty stores and luxury online retailers in the US, UK, and globally.

JOB SUMMARY

This position is responsible for liaising with our 3rd party customer service team to manage end consumer inquiries, website orders and any associated needs for that channel as well as orders for several other channels (see below). While not directly handling customer service, they serve as the key liaison between the 3PL customer service team, our warehouse and internal brand teams, ensuring customer issues are properly escalated and resolved. They need to have a comprehensive understanding of our product assortment and benefits, our website functionality, customer shipping requirements, warehouse processes & our loyalty program. This position will work directly with our 3rd party warehouse to manage all of their shipments. They will prepare and provide reporting on inventory, customer inquiries & returns/reshipments.

Responsibilities:

Customer Service:

• Serve as the key contact for the 3rd party customer service team and the primary liaison with the warehouse. Receive and review customer inquiries and issues escalated by the 3PL customer service team, then coordinate with the warehouse and relevant internal stakeholders to ensure timely resolution
• Manage warehouse work orders and e-com GWP (Gift with Purchase) orders, coordinating with the warehouse team for assembly, packing and shipping execution
• Handle product exchanges, liaising between the 3PL customer service team and the warehouse to ensure timely exchange processing
• Maintain customer service inquiry tracker based on information received from the 3PL cu...