About the job
We are seeking a dynamic Customer Service Supervisor & Project Manager specializing in Operations & Supply Chain to join our innovative team at scale-virtually. This pivotal role is responsible for overseeing the operational experience throughout our ecosystem, ensuring seamless interactions among buyers, vendors, onboarding, fulfillment, and events.
You will not merely coordinate communications; you will be the driving force preventing disruptions from inquiry to order to fulfillment to customer experience.
Your responsibilities will include managing communication channels, resolving operational challenges, facilitating onboarding processes, and providing real-time oversight of supply chain activities and events.
This role is not for those who require excessive structure, have a tendency to escalate issues without taking ownership, or shy away from tackling complex operational challenges.
Key Responsibilities
1. Customer Inbox & Communication Ownership
- Manage all shared inboxes within the Cureate Connect territories as the primary operational contact.
- Respond to all inquiries within the same business day to eliminate backlog.
- Prioritize messages based on urgency, addressing orders, fulfillment issues, onboarding, and vendor concerns.
- Uphold Cureate’s communication standards: clear, friendly, solution-oriented, and composed under pressure.
- Proactively identify potential risks (e.g., missed orders, delayed responses) and escalate only when necessary.
- Provide a daily operational summary at the end of each day highlighting unresolved issues, escalations, risks, and pending items for the following day.
2. Order & Fulfillment Management
- Track active orders from placement through to delivery across buyers and vendors.
- Detect and address discrepancies in timing, quantity, substitutions, or invoicing before they escalate into significant issues.
- Serve as the liaison between buyers, vendors, and internal teams to resolve fulfillment challenges.
- Proactively resolve fulfillment issues rather than simply passing them up the chain.
- Ensure the integrity of the fulfillment process within Cureate Connect systems.
3. Event Logistics Coordination
- Oversee the operational execution of Cureate events from concept through live delivery.
- Manage timelines, materials, run-of-show documents, and stakeholder readiness.
- Anticipate logistical hurdles before they arise (e.g., missing materials, role ambiguities).
- Act swiftly during events to resolve issues while maintaining professionalism.
- Ensure a seamless experience for participants and partners, regardless of internal complexities.
4. Onboarding Management
- Lead the onboarding process for institutional buyers and vendors, ensuring a smooth transition into Cureate Connect.
