Objective:

We are looking for a dedicated Operations & Client Service Manager to play a key role in maintaining seamless business operations. This position involves managing stock, order fulfillment in collaboration with our 3PL partner, ensuring outstanding customer service, overseeing inventory control, generating accurate sales reports and analytics, and managing the company’s e-commerce platform. Your role will be essential in optimizing processes, supporting cross-functional teams, and delivering exceptional experiences to both customers and internal stakeholders.

Key responsibilities:

Stock & Logistics Management + Analysis

• Ensure smooth integration of new products: generating barcodes, preparing care labels with wash instructions, adding the products to our warehouse software;
• Manage stock levels: regularly monitoring real-time inventory, ensuring accurate online stock levels, coordinating future restocks and new drops;
• Manage orders with supplier: double checking newly placed orders and invoices, following up on pending orders, keeping tracking of any discrepancies/delays/canceled items, generating international shipping labels for incoming stock;
• Generate detailed reports on sales performance, best-selling products, and inventory turnover to support strategic decision-making;

Administration 

• Ensure accurate reporting and compliance with tax regulations: monitoring VAT for import shipments, filing quarterly UK VAT returns;
• Maintain accurate financial records: forwarding all purchase invoices to the accountant, identifying discrepancies in our online bookkeeping system;
• Review contracts when establishing collaborations with new partners;

Customer Service 

• Ensure outstanding customer service: responding to customer emails, providing sale invoices, resolving issues, taking care of lost packages, providing sale invoices;
• Update the customer service software: updating our AI-agent by regularly analyzing customer feedback and recurring issues;
• Regularly analyze customer feedback, identify recurring issues or opportunities for improvement, and implement enhancements in the customer service process;

E-Commerce & Website back-up Management

• Oversee the store daily operations of the company’s e-commerce, ensuring an optimal user experience through regular site audits and customer feedback analysis.
• Manage and update product listings, ensuring accuracy and completeness.
• Collaborate with the marketing team to execute promotional campaigns, ensuring correct imagery, pricing, and discount applications throughout the website and checkout process.
• Identify areas for optimization, propose strategies to increase conversion rate and contribute to a seamless customer journey.

Preferred qualifications:

• 2-3 years of experience in a similar role;
• Minimum a Bachelor’s degree in Business, E-commerce, Communications or a related field (or equivalent professional experience);
• Knowledge of inventory management systems and order fulfillment processes;
• Excellent communication and interpersonal skills, with the ability to provide professional and empathetic customer interactions;
• Proficiency in e-commerce platforms (e.g., Shopify) and order management systems;
• Ability to multitask in a fast-paced, dynamic environment with shifting priorities;
• Comfortable handling last-minute tasks and adapting to changes without feeling overwhelmed;
• High attention to detail and strong problem-solving abilities;
• Full professional fluency in Dutch or English is required for effective communication with customers and 3PL warehouse partners;

What we offer:

• The opportunity to be part of a fast-growing fashion start-up that is making waves in the industry.
• A dynamic, fashion-forward environment where creativity, innovation, and e-commerce excellence come together.
• A competitive salary because we know talent deserves to be rewarded.
• The once-in-a-lifetime chance to star in our viral TikToks—whether you’re a natural in front of the camera or just really good at pretending you are.
• Daily lunch break discussions about potential White Lotus plot twists—because work-life balance includes theorizing about wealthy people’s bad decisions.

How to Apply:

Send your cover letter + resume to careers@theroomantwerp.com.