Ash & Erie Support and Fulfillment Operations
As Customer Support and Fulfillment Operations Manager, I oversee all functions of our support team. I’m an efficiency-minded, solutions-oriented, and helpful manager.
Efficiency-minded
For Support and Fulfillment Operations, efficiency is key. During my time as Customer Support & Fulfillment Operations Manager, I implemented new efficient processes:
Created 150 new Zendesk Macros
Previously, there were 30 Zendesk macros which required every ticket to be heavily edited.
I created 150 new Zendesk macros to better encompass all customer outreach scenarios and decrease the amount of editing involved in every ticket.
This decreased ticket completion time and decreased first reply time by 35%, from 24 hours to 16 hours.
Automated our RMA Tracker
Previously, we manually tracked all of our RMAs (returns and exchanges) in a Google Sheet, which was tedious and time-intensive.
I implemented an automation between Monday.com and Shopify to document all necessary information automatically, saving over 3 minutes in agent time when documenting a returned or exchanged order.
Created new, efficient cross-functional internal processes
Implemented a standardized PO Entry spreadsheet and form
Previously, the Product Team would send new POs to enter into our 3PL’s software via Slack. However, this would usually require much follow up: What factory is this from? What’s the unit cost? and more.
I created a standardized spreadsheet template so the Product Team could give our team the list of SKUs, product names, and more without any grooming required before we uploaded it to our 3PL software.
I also created an upload form so that the Product Team could give us the answers to all the questions beforehand, creating less back-and-forth between teams, increasing productivity and efficiency.
Implemented a standardized Internal Order form
Previously, when a team needed to place an order from our 3PL, they would Slack us. However, this would usually require much follow up: What address? What shipping method?
I created a form so that team members could give us the necessary information without us having to follow up, creating less back-and-forth and confusion all around.
I automated this form to send Slack messages whenever someone filled it out. Therefore, we all could see what team members were ordering and for what purpose, increasing transparency and cohesion.
Solutions-oriented
I’m an agile, customer-minded, and solutions-oriented problem solver. While “fires” like the following are inevitable, my goal is to create processes that put out those “fires” before they ever arise.
Implemented a process to reduce inventory mapping errors
On several occasions, inventory was mapped incorrectly to our 3PL, meaning customers received the incorrect SKU.
The short-term solution:
Once a customer reached out about a mistake and we realized there was a mapping problem, I expedited a new order to the customer.
I determined whether it was the fault of our team or the 3PL. If the 3PL’s fault, I charged them for the additional shipment.
I fixed the mapping issue on Shopify so future orders are not affected.
I determined which orders were also likely affected by searching the SKU(s) in Shopify.
I reached out to any other affected customers ahead of time to inform them of the mistake and offer a replacement item.
This mistake costs real time and money. To ensure this did not happen again, I created a new internal process for two team members to double-check all SKUs before they go live on Shopify.
Implemented a process to catch backorder and unfulfilled order issues
After many backorder issues due to inventory discrepancies going unnoticed, we now check backorders and unfulfilled orders everyday to ensure that our 3PL is shipping according to SLA.
Any fulfillment issues are now largely unnoticed by the customer, creating an even better customer experience.
Helpful manager
Hire, train, manage, and support two agents in responding to over 800 customer/month on Zendesk, chat, phone, and social.
Created all support process documentation and training guides. At right, a screenshot from the 40+ slide training presentation.
Very responsive to agent requests and questions. Every morning, I ask agents how I can help that day and assist with tickets, refunds, checking unfulfilled orders, and more as needed.
Proactive in giving feedback and re-training agents as needed.