Job Description
About Wildfire Defense Mesh (WDM)
Wildfire Defense Mesh (WDM) is a fast-growing company specializing in high-performance stainless steel mesh solutions that help protect homes and communities from wildfire. We currently process and ship 100–200 customer orders per month and are looking to scale operations significantly as demand grows across residential and commercial markets. This role is a key part of building the systems and customer experience that will support our next stage of growth.
Position Overview
We are seeking a proactive and detail-oriented Customer Service & Order Fulfillment Manager to oversee daily operations related to customer satisfaction, order processing, and problem resolution. This is an hourly role focused on ensuring smooth order fulfillment and excellent customer support as we grow.
Key Responsibilities
Customer Service (CSR)
- Act as the main point of contact for customer inquiries via phone, email, and chat.
- Resolve issues promptly, including escalations and complaints.
- Track and report on recurring issues to improve processes.
Order Fulfillment
- Manage daily order processing, from receipt to delivery.
- Coordinate with warehouse, vendors, and shipping partners.
- Ensure accuracy of orders, returns, and backorders.
- Maintain accurate records of shipments and inventory.
Problem Solving & Process Improvement
- Identify bottlenecks and inefficiencies; recommend solutions.
- Support workflow improvements for customer service and fulfillment.
- Assist in training/supporting team members when needed.
Qualifications
- 2–4 years of experience in customer service, order fulfillment, or operations.
- Strong communication and organizational skills.
- Ability to resolve problems quickly and professionally.
- Proficiency with CRM/order management systems and Microsoft/Google Suite.
- Customer-first mindset, detail-oriented, and adaptable.
Compensation & Schedule
- Pay: $20 – $22 per hour (non-exempt)
- Schedule: 4-6 hours per day, can be split during the day. With the ability of this role expanding into more hours
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