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Director of Logistics/Fulfillment and Customer Service
4 months ago
Copy Link Director of Logistics/Fulfillment and Customer Service Location New Orleans Director of Logistics/Fulfillment and Customer Service Description Company Overview: KREWE is an independent high-fashion eyewear company inspired by the creativity and spirit of New Orleans, our hometown. Since launching in 2013 the brand has continued to grow and evolve with an extensive offering of unique, hand-crafted sun and optical frames designed in New Orleans and crafted with the utmost attention to detail. In addition to 4 brick & mortar locations, 9 Tiny House concept stores, and a robust ecommerce business the brand is also available at many notable retailers such as Bloomingdales, Neiman Marcus, Nordstrom, and shopbop. KREWEs unique approach to eyewear has created a cult-following amongst consumers and influencers alike. Our frames have appeared in publications from GQ to VOGUE and on celebrities such as Beyonce, Gigi Hadid, Meghan Markle, Carrie Underwood, Hailey Bieber, Zayne Malik, Scott Disick, Adam Huber, among others. As the business grows, we are seeking smart, creative, and experienced individuals to join our talented team Key attributes and qualities we are looking for in candidates for all open roles: Entrepreneurial spirit, innovative and solution-oriented, adaptable and resilient, best-practices methodology, team-oriented with a lean-in attitude, highest standards for execution, and a high level of accountability. Responsibilities: -Manage daily activities of the Warehouse and Fulfillment team, Customer Service team, and overall Transportation activities. -Supervise Warehouse team members. -Create policies, procedures and standards for warehouse and fulfillment operations. -Ensure outbound customer orders are shipped within committed LT standards. -Manage physical count activities and start a formal cycle count program (timing TBD). -Ensure warehouse work areas are clean and organized on a daily basis. -Create and report Fulfillment KPIs (ie. Inventory accuracy, on-time order shipments, order fill rates). -Monitor daily order drops for all channels. Fulfill past due orders and/or partial orders expeditiously upon receipt of replenishment stock. -Participate in strategy development of future warehouse location and move. -Develop expertise in Net Suite regarding Sales Order, Inventory, Pick Ticket, and Shipment functionality. -Lead potential Net Upgrade of improved WMS module. -Lead special projects related to tagging products with SKU numbers and UPC codes. -Develop expertise with Fedex shipping software. -Train fulfillment personnel on proper order processing of international shipments and implement QC procedures to ensure that customs paperwork is completed properly. -Establish and organize a QC work area within the warehouse. -Supervise Customer Service team members. -Create policies, procedures and standards for Customer Service operations. -Create and report Customer Service KPIs (ie. Call volume, missed call volume, response times, returns processing time, warranty processing time). -Report on customer returns and warranty activity. -Develop expertise on Gorgias CRM software. -Develop coverage plan for remote working model. -Act as the Transportation and Freight expert. -Act as Lead contact for small parcel carriers (Fedex, UPS, USPS, DHL). -Perform freight cost analysis as required. -Act as Lead negotiator and coordinator for special freight needs. -Troubleshoot and investigate delayed and/or lost shipments. -Create and submit paperwork for damage claims with carriers as required. Qualifications and Experience -BS degree in Supply Chain Management, Logistics or Business -APICS certification a plus -Minimum 7 years experience managing fast-paced consumer goods fulfillment center -Supervisory experience -Experience in a multi-channel environment a plus (Ecom, Wholesale, Retail, International) -Experience using ERP systems (Net Suite a plus) -Experience using CRM software a plus -Minimum 3 years experience managing inbound and outbound freight operations including international shipments -Experience supervising Customer Service operations -Excellent Excel skills a must
