Company Overview:
At Meal Outpost, we are revolutionizing corporate catering by connecting businesses with our diverse network of Outpost Kitchens. Through our innovative platform, we deliver fresh and high-quality meals to organizations across multiple sectors, from government offices to universities and hospitals. Our mission is simple: Your Palate, Our Priority.
As we continue to scale, we are looking for a proactive and customer-focused Operations and Customer Success Manager to join our team. Reporting directly to the Director of Operations, this role will focus on managing customer interactions, order fulfillment, and communication with our kitchen partners. You will play a critical role in ensuring an excellent customer experience, contributing to the operational success of Meal Outpost.
Key Responsibilities:
Customer Interaction & Support:
- Serve as the primary point of contact for customer inquiries across multiple channels, including email, phone, and social media.
- Resolve customer issues promptly and efficiently, ensuring high levels of customer satisfaction.
- Maintain a friendly, professional demeanor in all customer communications, upholding the values and reputation of Meal Outpost.
Order Management & Fulfillment:
- Assist customers in placing orders, answering any queries related to our meal services, pricing, and delivery.
- Monitor and track order deliveries, ensuring that meals are delivered on time and customers are informed of any updates or delays.
- Coordinate with the Director of Operations to troubleshoot any issues that arise during the order fulfillment process.
Feedback Management & Continuous Improvement:
- Collect, organize, and analyze customer feedback to identify areas for improvement in service and operational efficiency.
- Work closely with the Director of Operations to implement changes based on customer feedback, driving continuous improvements in the overall customer experience.
- Maintain regular communication with customers to follow up on resolved issues, ensuring long-term satisfaction and loyalty.
Partner Interaction & Collaboration:
- Communicate directly with Outpost Kitchens and restaurant partners to address and resolve any customer-related issues regarding meal quality, menu options, or delivery.
- Collaborate with partner restaurants to ensure timely updates to the item database, incorporating new menu offerings and ensuring accurate information on the platform.
- Work with the operations team to maintain strong relationships with kitchen partners, ensuring smooth collaboration and mutual success.
Who You Are:
- A customer-oriented professional with experience in customer service, operations, or logistics, ideally in a food services or subscription-based business.
- Strong communication skills, with the ability to clearly explain processes and resolve issues in a positive, solution-oriented manner.
- Detail-oriented and able to manage multiple tasks simultaneously, including responding to customer inquiries and tracking order statuses.
- Collaborative, with a team-first mindset and a desire to help improve both internal processes and external customer experiences.
- Willing and able to travel up to 15% of the time to visit key partners and operational sites, ensuring hands-on involvement in resolving customer or partner-related issues.
- Proficient in using CRM systems, email platforms, and general office software to track interactions and manage customer data.
What We Offer:
- A supportive, team-oriented environment where you’ll work closely with the Director of Operations and contribute to both customer success and operational efficiency.
- Opportunities for growth within the company, as Meal Outpost continues to expand and scale.
- Comprehensive benefits package, including health, dental, and vision insurance.
- A dynamic, fast-paced work environment where your contributions make a direct impact on the success of the company.
As part of Meal Outpost, you’ll be instrumental in maintaining our reputation for delivering high-quality, dependable corporate catering. Join our growing team and help us continue to enhance the customer experience while scaling our operations.
Job Type: Full-time
Pay: $50,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Internet reimbursement
- Paid training
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Experience:
- Customer relationship management: 2 years (Preferred)
Work Location: Remote
