Careers at Coverstore
Do you have a love for all things ecommerce? Have a passion for making a difference and seeing results? Come join our team!
Director of Operations, Warehouse and Customer Service
Strategic Work
People Development
Tactical Work
Bachelor's degree in Business, Logistics, Engineering, Supply Chain or related field
Proficient in WMS/CRM/ERP systems and how they relate to inventory control and accuracy
Demonstrated success in the management of third-party providers in the areas of warehouse operations, supply chain, value added services and transportation
Continuous improvement and lean manufacturing expertise
Change management including products and process
Strong analytical, numerical and reasoning abilities; problem analysis and problem resolution at both a strategic and functional level
Manufacturing/Production background is a plus
The Director of Operations, Warehouse and Customer Service will be responsible for strategic planning, budgeting, staff development, and continuous process and cost improvement within our Warehouse, Supply Chain, and Customer Service departments. They will build, develop, and manage an operations leadership team capable of carrying out needed operations strategies and execution excellence. The ideal candidate will bring deep Operations experience, be able to provide strategic advice on complex operational issues and have a comprehensive understanding of warehouse and call center best practices.
This position involves, but is not limited to, the following responsibilities:
- Identify possible risks and resolve issues relating to production, fulfillment, order management and supply chain, and inbound/outbound shipping that may have significant impact to the business
- Analyze and report to senior leadership on team status, performance metrics, opportunities, and challenges
- Develop and implement systems, processes, and policies to enhance efficiency and effectiveness of our fulfillment, supply chain, and customer service departments
- Build and deliver productivity and resource plans by reviewing sales forecasts, determining productivity requirements, and partnering with managers to balance labor needs
- Hold teams and individuals accountable for production, attendance, quality, and behavior expectations and/or metrics
- Lead operations planning meetings, identify staff development needs, provide staff reviews and generally ensure the team is learning and operating effectively
- Partner cross functionally with Customer Service, Marketing, I.T., and Merchandising as needed to ensure our customer’s needs are consistently exceeded
- Develop and leverage KPIs to gain insight into performance and identify/analyze key areas for continuous improvement
- Monitor and provide advice on carrier performances in terms of Service Level Agreements, lost packages, overall cost/service offering
- CS Knowledgebase management on existing and new initiatives/procedures
- Initiate and coordinate major projects (e.g. facility layout changes, installation of capital equipment, major repairs, etc.) including timelines, deliverables, cross-functional partnership management, measurement and communication
- Negotiate agreements with vendors and collaboration partners
- Responsible for building and facilities maintenance and repairs
Ideal candidates should have the following qualifications:
Interested?
Please provide your resume and a cover letter and fill out your application here.
Call Center Customer Service Representative
Responds to customer inquiries via inbound calls, emails, and on-line chats regarding product questions and/or existing orders.
Assists customers with product selection, answers basic questions, and suggests various available product options.
Assists customers with product exchanges/returns/warranty issues, as well as updating address information, providing tracking numbers and monitoring delivery date status.
Adds value for customers by building relationships and trust through customer interactions and solicits customer feedback to improve service.
Responds to customer complaints in a professional manner. Clarifies the customer's complaint; determines the cause of the problem; selects and explains the best solution to solve the problem; expedites correction or adjustment and follows up to ensure resolution.
Properly documents and summarizes all calls.
Assists with preparing product or service reports by collecting and analyzing customer information.
Works overtime as needed.
Performs other operations and customer care duties as required.
Minimum high school diploma.
Previous inbound call center experience of 1 year required
Ability to type 40wpm.
Proficient in Microsoft Suite of products: Excel, Word, Smartsheet, etc.
Excellent communication skills required, both verbal and written.
Must be able to multi-task; talk on the phone, type, summarize call notes, etc.
Demonstrates ability to consistently engage and connect with customers.
Has a smile in their voice and a positive attitude.
Possesses strong customer service and problem-solving skills.
Willingness to work overtime to include weekends during peak season.
Cheerful, constructive, energetic and solution-focused interactions are what make our Customer Service Representative (CSR) successful. The CSR will provide professional and consultative customer support for company website transactions through inbound calls, online chat and email correspondence. Utilizing strong communication skills and a passion for customer service, the CSR is responsible for answering questions and resolving issues relating to online customers’ orders and accounts, website content, company information and policies, and other aspects of the customer experience. The CSR is the frontline support and will work collaboratively with other departments to provide personalized and exceptional customer services that drive satisfaction and loyalty.
The ideal candidate will fast track their learning of our businesses and dynamically make an immediate impact on the organization. The role requires a high level of autonomy, discipline and above all else, the highest level of commitment to customer service and customer success. Special consideration will be given to candidates with inbound call center experience in an ecommerce environment. We offer excellent benefits, paid time off, and a competitive salary starting at $14.50/hour withe the potential for $15/hour after 90 days.
This position involves, but is not limited to, the following responsibilities:
Other Duties:
Ideal candidates should have the following qualifications:
Interested?
Please provide your resume and a cover letter and fill out your application here.
About Coverstore
Coverstore is the premiere web-based retailer of outdoor furniture covers, as well as vehicle and indoor covers. Our goal is simple—to offer extraordinary protection for your everyday goods. By selling exclusively online, we are able to offer the largest collection of sizes, materials, colors, and protective covers found anywhere. Learn more about Coverstore here.
We strive to provide our customers with an extraordinary online shopping experience. Join our team of energetic and passionate individuals and work in an entrepreneurial and inspiring environment. Our office and warehouse are located in Carrollton, Texas. We offer competitive compensation commensurate with experience, and comprehensive benefits including health, dental, vision, 401k, PTO and a generous employee discount.
DC International is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to an individual’s race, color, religion, creed, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by applicable law.