Customer Experience and Logistics Manager

Customer Experience and Logistics Manager - Lenox and Sixteenth
Role overview
Lenox and Sixteenth is hiring a Customer Experience and Logistics Manager to own day-to-day execution across customer service, 3PL coordination, inventory and fulfillment, turning the operational direction set by leadership into consistent results.
About the role
Every order, delay and reply shapes how people feel about the brand. You'll keep orders moving across direct-to-consumer, luxury retail partners like Moda Operandi, and aestheticians and skincare studios, and you'll own the customer experience after purchase.
You know most service problems start as operations problems. You fix them at the source, and you flag what needs a bigger decision.
Key responsibilities
Customer service
Run customer service day to day across email, chat, phone and social DMs, meeting set response and resolution standards, while ensuring that all clinical or medical inquiries are answered by the appropriate expert.
Handle escalations personally, including order problems, product reactions, and VIP or professional-account clients, with the care a luxury brand requires.
Process returns, exchanges, replacements and damaged-shipment claims.
Keep templates, FAQs and policies current, and manage any support staff or agencies.
3PL coordination and fulfillment
Be the 3PL's main day-to-day contact, holding them to agreed standards on accuracy, speed and packaging.
Resolve shipping exceptions, lost packages and carrier issues quickly.
Fulfill wholesale and retail partner orders to each partner's requirements.
Make sure every order meets the brand's packaging and unboxing standards.
Review 3PL invoices, shipping charges, and fulfillment fees; flag errors and opportunities to reduce costs.
Inventory
Track inventory across the 3PL, retail partners, the professional channel, samples and PR stock.
Monitor partner inventory and sell through were reporting is available.
Coordinate counts with 3PL and reconcile results, flag shortfalls, overages or expiring stock early.
Recommend replenishment needs and coordinate approved purchase orders and inbound shipments.
Keep batch, lot and expiry records accurate.
Execution and reporting
Turn operational plans into clear processes, and write SOPs so they run the same way every time.
Report weekly on inventory, order accuracy, shipping issues, ticket volume, response times and customer satisfaction.
Share recurring customer feedback and issues with leadership, marketing and product.
Spot problems early, fix what you can, and escalate what needs a decision.
Requirements
4+ years in operations, fulfillment or eCommerce operations, ideally at a beauty, skincare, wellness or consumer product brand.
3+ years in customer service or customer experience, including handling escalations directly and leading or managing a support function.
Hands-on experience managing a 3PL relationship day to day.
Inventory management across DTC and wholesale, including cycle counts and reconciliations.
Working knowledge of Shopify (or a similar platform), a help desk such as Gorgias or Zendesk, and inventory or order management software.
Strong Excel or Google Sheets skills.
Self-directed: you take a direction and run with it, and you know when to escalate.
Calm, warm and clear with customers; direct and organized with vendors.
Nice to have
Experience in luxury, prestige or clinical skincare, or in a medical aesthetics practice.
Knowledge of cosmetic regulations, batch and lot tracking, and adverse-reaction handling.
Experience with wholesale or retail partner requirements (EDI, routing guides, drop-ship).
Experience taking a brand through a growth or fundraising stage.

Work arrangement
Yes