Customer Experience

5 days ago

Pasig, National Capital Region, Philippines Richboyz Full time ₱200,000 - ₱240,000 per year

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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