Customer Experience + Fulfillment Manager

at Wunderkin Co.

Denver, CO

Overview

Wunderkin’s customer experience and fulfillment manager will lead the customer service and shipping/fulfillment department to ensure a world class customer experience.  This position will be a founding member of the customer experience team, and we are looking for a self-starter with an entrepreneurial spirit and a gift at connecting with people.

She/he will lead virtual customer service reps + a team of local shipping and fulfillment associates to develop processes to scale for rapid growth.  Key goals for customer experience will be to shorten response times for customer tickets, increase customer satisfaction, and develop processes for consistent customer experience while empowering team to “surprise and delight” at their discretion.  Key goals for fulfillment will be to adequately staff department with packaging associates, incentivize speed and accuracy and tie in purpose to our mission/vision/values.  

Qualifications

• 1-3 years in customer service and/or fulfillment.

• Strong writing skills

• Ability to thrive in a fast-paced, free thinking startup company

• Understanding how to manage and drive results in an inspiring and sustainable way.

• Experience creating processes for scale

• Understand how to drive innovation, and communicate across departments.

• Motivation to create processes that would operate like a well-oiled machine if you left for a three-month vacation.

• Passion for user experience and world-class customer service.  Every detail counts.

• Management experience or examples

Personal Attributes 

• You have a passion for connecting mission-driven company values with the tangible customer experience.

• You are resourceful and solution-focused

• You love to collaborate, but are also driven to produce results autonomously.

• You respond well in a start-up vibe with a very “results-driven” work culture

• You are able to manage multiple tasks and shifting priorities under deadlines and are relentless in trying to problem-solve.

• You are an agile, goal-oriented personality, driven to succeed and always up for a challenge!

• You have a strong attention to detail

• You have a passion for fashion and accessories

• You live your life intentionally to create a life you love.

About Wunderkin Co.

Wunderkin Co. is a Denver-based e-commerce startup, creating handmade bows for the adventurous and free-spirited child. We are currently a team of 12 hard-working and passionate people, who think on our toes and work hard without heavy management.  Our product is uniquely manufactured by 40+ seamstresses who work from home around the US. We celebrate living an intentional life you love.

Pay: $50,000 + health care and wellness stipend

We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Wunderkin Co.  not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.