Position: Customer Support and Operations Manager
Company: Erbology
Category: Support
Experience required: 2y
English level: fluent
Published: 2023-06-01T00:00:00+03:00

About Erbology

We are Erbology, a health food start-up based in London, Prague and Los Angeles. We combine the knowledge of traditional remedies with the latest science to create nutritious foods. Our products are 100% organic, plant-based and sustainably-sourced from small, independent farmers who share our values. It’s food to make you feel good!

We are innovation-led and customer-obsessed, whether it’s the food we make, the knowledge we pass or the experience we create. We are looking for driven individuals who want to make a difference.

About this role

This is a unique opportunity to join a fast-growing, innovative food company where you’ll play a key role in operations management and customer satisfaction.

Your goal will be to achieve 100% customer satisfaction and ensure that flawless operations management, including inventory, logistics, and product management on various platforms. 

This is an excellent role for an ingenious and fearless quick-learner, who likes to measure everything and get things done. This role is perfect for a self-starter who is relentless in pursuit of growth and passionate about processes and communication.

This is a full-time role with the possibility to work remotely or in our Prague office.

Key responsibilities

Customer support
- Achieve 100% customer satisfaction 
- Respond to customer queries via Zendesk, emails, social media, and Amazon
- Monitor and respond to product and service reviews
- Manage Q&A pages

Inventory management
- Manage website stock and shipments
- Manage Amazon stock and shipments
- Manage stock traceability

Order management
- Manage inventory-related website and Amazon orders
- Manage trade and wholesale orders

Logistics
- Overseeing shipments from origin to destination
- Prepare customs documentation for import and export
- Create FDA prior notice
- Communicate with transportation companies

Website and Amazon
- Manage product pages on the website 
- Manage Amazon listings and other tasks
- Manage creatives such as Amazon A+, videos etc.
- Solve Amazon cases

Other
- Communicate with retailers and suppliers
- Assist with general enquiries
- Issue invoices 

Required skills and experience
- Strong communication skills: You communication is clear and concise. It helps in addressing customer inquiries, resolving issues, and coordinating logistics and stock management activities
- Customer service expertise: A deep understanding of customer service principles and best practices is key. This includes being able to empathise with customers, actively listen to their concerns, and provide satisfactory solutions to ensure high customer satisfaction levels
- Problem-solving and decision-making abilities: As a customer support and operations manager, you'll encounter various challenges and issues. Strong problem-solving and decision-making skills are key to analyse situations, identify root causes, and implement effective solutions promptly
- Proficiency in analysing data; use relevant metrics to measure customer satisfaction, logistics performance, and stock management is important
- Knowledge of CRM systems
- Have a solid understanding of supply chain management principles, logistics operations, and inventory management
- Adaptability and flexibility
- Time management and organisational skills: Managing multiple tasks, deadlines, and priorities is a common aspect of this role