
Customer Experience
4 days ago
Purpose
Lead and manage the fulfillment and customer service operations of Richboyz, ensuring fast and accurate order processing, high-quality customer support, and clear coordination with production (including reject/defect flow).
Key Responsibilities
1. Order Fulfillment
- Oversee Metro Manila and provincial order processing (Marvin + Eljhay).
- Ensure orders are packed, booked, and shipped daily without delays.
2. Inventory Management
- Supervise daily and monthly inventory (Marvin & Eljhay).
- Ensure Shopify inventory is always accurate.
3. Customer Service
- Oversee Jane (email + returns + RTO) and Kirsten (IG chat + same-day deliveries).
- Ensure all inquiries are responded to within 24 hrs.
- Monitor exchange/return process to maintain high customer satisfaction.
4. Reject & Production Coordination
- Implement and manage the 3-box reject system:
- To be inspected
- To production for fixing
- Final rejects
- Communicate regularly with production regarding incoming stocks and rejects.
- Ensure rejects are processed and returned to fulfillment once fixed.
5. Leadership & Reporting
- Directly manage the whole Fulfillment team.
- Train team on proper CS etiquette and strict standards.
- Prepare weekly fulfillment/CS reports for leadership (orders, CS issues, returns, inventory status).
- Eventually manage petty cash (once proven reliable).
KPIs
- 100% of daily orders processed & booked on time.
- 0 stock mismatch between warehouse & Shopify (weekly audit).
- 95%+ customer inquiries resolved within 24 hrs.
- All exchanges/returns resolved within 3 working days.
- Reject flow (3-box system) tracked with 100% logging and feedback to production.
- Weekly report submitted consistently.
Job Type: Full-time
Pay: Php18, Php20,000.00 per month
Benefits:
- Company events
- Employee discount
- Opportunities for promotion
- Pay raise
- Promotion to permanent employee
Application Question(s):
- How much is your expected salary?
Location:
- Pasig (Preferred)
Work Location: In person
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