Shipping + Receiving Manager

Pacifier is an upscale chain of baby boutiques and an e-commerce operation based in the Twin Cities focused on meeting the needs of parents, kids, and gift givers of all kinds. The Online + Receiving Manager is critical to providing our online customers the highest levels of welcoming customer service and prompt and accurate order delivery and our stores accurate and timely inventory. Welcoming: Provide best-in-class online customer service and sales o Provide highly personalized and welcoming in-person, phone, and email service to customers seeking assistance placing online orders and resolving order issues such as returns, replacements, refunds, delivery status, back order inquiries, and any other issues that may arise in the order fulfillment process o Lead by example mentoring team in providing high-quality customer interactions o Recognize and properly resolve all performance and customer issues Curated: Identify and articulate opportunities for improvement o Share feedback received via customers on desired online features (e.g., I wish you offered same day delivery) o Identify common bottlenecks/issues in the online or omni-channel customer experience process based on customer feedback via email or common order issues (e.g., smaller items arrives damaged so we switched to small boxes) o Always be on the look-out for new ways to ‘be scrappy’ (e.g., a new shipping box vendor that would save $ or be more environmentally friendly at lower cost) Curated: Showcase exciting new products to customers via social o Document new arrivals and brands via photography and video to share with customers via social media channels Expert: Continually build expertise across team o Hire, train and mentor new team members in online and receiving skills including order processing, shipping, customer service, inventory management and damage processing o Skill and coach the broader store team in online duties including transferring items for online orders, managing curbside/in-store pick-ups, and completing full orders at store Expert: Ensure accurate and efficient inventory processes o Ensure accuracy and efficiency in all inbound and outbound freight processes o Unload, receive and sort inbound freight, process to merchandise inventory in the warehouse, and accurately tag o Compile and organize receiving reports o Accurately process outbound merchandise inventory for distribution to the stores network o Communicate and follow-up with vendors on wrong shipments, damages and defectives o Handle and ensure credit/refunds are received and merchandise inventory donated o Ensure an organized, neat, safe and clean warehouse Expert: Develop processes and training materials to enable scale o Develop and fine tune processes to ensure effective and efficient order and inventory processing o Keep process and training materials up-to-date o Ensure inventory accuracy steps are followed to limit out of stocks Qualifications: • Passion for helping others • Strong problem-solving skills and the ability to work in a fast-paced environment • Proven track record of taking ownership and driving results • Interested in applying new tools to business processes and improving where necessary • Comfortable with ambiguity • Ability to communicate clearly and effectively • Strong organizational skills with the ability to multitask • Ability to adapt to change • High level of attention to detail and accuracy • Regular and reliable attendance • Ability to lift up to 40 pounds • Previous experience with online sales, phone customer service, and shipping a plus Pacifier is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.