Client Success & Operations Lead

Job Title: Client Success & Operations Lead
Company: Pro Coffee Gear
Location: Remote (global)
Employment Type: Full-time

About Us: Pro Coffee Gear is a dynamic and rapidly expanding e-commerce company that specializes in providing top-tier espresso machines and related parts to coffee enthusiasts worldwide. We pride ourselves on offering high-quality products alongside exceptional customer service to ensure that every coffee aficionado can enjoy the perfect cup.

Job Description: We are seeking a highly motivated and proactive individual to join our team as an Client Success & Operations Lead. As the lead in this role, you will be responsible for managing the day-to-day e-commerce operations and ensuring the highest level of client satisfaction.

Responsibilities:

• Manage the day-to-day e-commerce agenda, including overseeing order processing, inventory management, and fulfillment.
• Facilitate drafting and sending emails to clients, ensuring timely and professional communication.
• Monitor and address any issues that arise throughout the customer journey, resolving them efficiently to maintain a positive customer experience.
• Maintain visibility on tracking information for shipments and drop ships, ensuring accurate and timely delivery to customers.
• Attend to incoming orders, processing them promptly and accurately.
• Provide after-sales assistance by assisting clients with subsequent orders of related items such as parts, filters, and accessories.
• Conduct research and coordination for items not listed on our website, ensuring customers have access to the products they need.
• Respond promptly and effectively to customer inquiries and questions, providing knowledgeable assistance and guidance as needed.
• Collaborate with other team members to streamline processes and improve overall efficiency.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• Proven experience in e-commerce operations and client success roles, with a strong understanding of online retail processes.
• Excellent communication skills, both written and verbal, with the ability to draft professional emails and communicate effectively with customers and team members.
• Detail-oriented with strong organizational skills, capable of managing multiple tasks simultaneously in a fast-paced environment.
• Proficiency in using e-commerce platforms and tools, such as Shopify, Amazon, eBay.
• Problem-solving mindset with the ability to quickly identify issues and implement effective solutions.
• Passion for coffee and knowledge of espresso machines and related products is a plus.

Benefits:

• Opportunity for growth and advancement within a rapidly expanding company.
• A dynamic and collaborative work environment with passionate team members.
• Remote job with flexible hours, allowing for a healthy work-life balance.
• Goal-oriented work culture, providing autonomy and opportunities for personal and professional development.

If you are enthusiastic about e-commerce, customer success, and all things coffee-related, we would love to hear from you!

Please note: All applicants must submit their CV in English. CVs in other languages will automatically be disqualified. 

At Pro Coffee Gear, we believe in the strength of diversity and equal opportunities for all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.