Customer Service Manager

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Bella Tunno is purpose-driven baby accessories brand with a vision ending child hunger. Our products are bright, modern, and personality-filled. Since our launch in 2005, we have been placed in over 3,000 doors nationally and work with multiple key accounts, such as Target, Nordstrom, and Buy Buy Baby. We have never sold a product without donating to our charitable fund, the Matt Tunno Make a Difference Foundation, and also donate one meal to one American child for every product sold. We’ve donated over 4.6 MILLION meals to date.

Overview:
The Customer Service and Sales Assistant will be a task and results-driven individual with strong communication skills and a love for people. The ideal candidate will be both people and systems-oriented. They will be a positive problem solver and will brainstorm to find the most effective and efficient solutions in all areas of the role.

Responsibilities:
Customer service
• Answer all customer service phone calls and emails. Customer inquiries include placing orders, checking on order status, damage claims, product information, etc
• Work with sales manager to communicate backorders, out of stock items and promotions to sales team and customer base
Order processing
• Upload wholesale orders from showroom order management systems daily
• Enter orders faxed, called, or emailed in to Bella Tunno
• Process payment for wholesale orders
• Review backorder/order processing reports and work with the sales manager to communicate with salesforce
• Assess inventory daily and work with the director of operations to problem solve out of stock items
• Follow up with customers to confirm their satisfaction
• Invoice all customers on terms
• Export all orders to fulfillment house daily
• Day-to-day contact with fulfillment house. Monitor performance to ensure orders are shipping accurately and on time
Sales system management
• Manage all orders submitted through the Bella Tunno Portal
• Process, ship, and own customer service for portal orders.
• Manage all orders submitted through the Faire Portal
• Process, ship, and own customer service for Faire portal orders.
• Manage all orders submitted through the Nuorder Portal
• Process, ship, and own customer service for Faire portal orders
Customer service
• Responding to customer service for www.bellatunno.com via the customer service email and phone number. Customer inquiries include placing orders, checking on order status, damage claims, product information, etc
• Day-to-day contact with fulfillment house. Monitor performance to ensure orders are shipping accurately and on time
Bella Tunno website management
• Enter and manage products, images, and product content on the website under the direction of the Wholesale Manager
• Test website regularly to advise the team of needed updates or broken links

Qualifications:
• Customer Service background in retail and/or wholesale within the gift/apparel/home environment is required
• Exceptional written and verbal communication skills
• Systems-oriented (Ideal candidate has familiarity with systems similar to NetSuite, Shopify, Nuorder, Brandwise, EDI, Direct Vendor Portals, Faire, etc).
• Comfort level working directly with customers to problem solve and assist on sales activities as needed
• Ability to prioritize and multi-task
• Familiarity with data analysis and reporting
• Ability to troubleshoot technical errors and oversee systems and workflows
• Hardworking, persistent, and dependable
• Positive and enthusiastic
• Self-directed, solution-oriented and able to perform daily responsibilities without supervision

To apply:
Please send a resume and cover letter to mbuelow@bellatunno.com. Please include the following in the cover letter (applications without these criteria will not be considered)
1. Three reasons you are the right fit for this role
2. Three reasons you want to work for Bella Tunno
3. Salary expectations (can be a 5K range)

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