Senior Customer Service & Operations Executive

Company DescriptionFounded in 2013, ShipOutFromUSA (SOFU) was established to make global shopping seamless, accessible, and hassle-free. The company provides shoppers worldwide with a lifetime free virtual address in the USA, UK, and UAE to shop from their favorite stores and brands. SOFU manages services such as package consolidation, repacking, international shipping, and customs coordination. Over the years, SOFU has expanded its offerings to include concierge purchasing, personalized customer service, and tailored logistics solutions for individuals and businesses. Renowned for its transparency, reliability, and customer-first approach, SOFU simplifies cross-border shopping and logistics for thousands of members globally.Role DescriptionThis is a full-time on-site role located in Mumbai for a Senior Customer Service & Operations Executive. The role is a strategic blend of customer experience, operations management, and business development.The individual will be responsible for ensuring exceptional customer service by managing inquiries, resolving concerns efficiently, and driving overall customer satisfaction. They will oversee day-to-day operational activities including logistics coordination, package consolidation handling, shipment tracking, and customs-related communication.A key part of this role involves client onboarding and revenue growth. The candidate will proactively reach out to new and existing customers, guide them through the SOFU process, convert inquiries into active members, and encourage repeat usage. They will play an active role in generating business by building strong client relationships and identifying opportunities for upselling services such as concierge purchasing and package consolidation.Additionally, the role requires leading and mentoring the customer support team, improving service standards, implementing best practices, and streamlining operational processes to enhance efficiency and customer experience.This position is ideal for someone who thrives in a fast-paced environment and can balance customer satisfaction, operational excellence, and business growth.QualificationsStrong Customer Service and Customer Support skills to address customer concerns effectively and deliver a positive experience.Customer Satisfaction and Customer Service Management expertise to oversee service operations and ensure client needs are met efficiently.Excellent Interpersonal Skills for collaborating with team members and managing client communication successfully.Proven problem-solving abilities and proactive mindset in handling operational challenges.Leadership skills and experience in managing a team and streamlining processes are highly desirable.Familiarity with cross-border logistics or experience in e-commerce and shipping is a bonus.Bachelor's degree in Business Administration, Logistics, or a related field preferred.

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