What are the responsibilities and job description for the Operations & Customer Experience Lead position at PilotMall?
We are a thriving, family-owned aviation business with over 25 years of success in e-commerce and retail. We are seeking a Operations & Customer Experience Lead to serve as a key player in our Cartersville facility.
This is not a typical call-center job, and it is not a desk-only management role. We are looking for a "Player-Coach"-someone who can handle high-level customer support and manage the operational details that make the business run (inventory, vendor relations, and order flow).
If you are a Retail Team Lead, Logistics Coordinator, or Senior Support Specialist looking for a career step that offers more autonomy and impact, this is for you.
What You Will Do:
- Solve, Don't Just Answer: You will handle complex customer escalations and inquiries. You won't just read a script; you will investigate why an issue happened and fix the root cause.
- Operational Oversight: Monitor daily order flow across Amazon, eBay, and our website. You will ensure orders are processed, packed, and shipped accurately and on time.
- Inventory Control: You will be the guardian of our stock-managing cycle counts, monitoring low inventory, and communicating with vendors to prevent backorders.
- Process Improvement: Identify bottlenecks in our daily workflow. If you see we are answering the same question 5 times a day, you will create a process (SOP) to fix it.
- Team Leadership: Serve as the "right hand" to ownership, providing guidance to hourly staff and ensuring the warehouse and office run smoothly.
Who You Are:
- A Critical Thinker: You don't just ask "What do I do?"; you ask "How do I solve this?" and come with a proposed solution.
- Hands-On: You are comfortable working in an office and a warehouse environment. You are willing to jump in and pack a box or reorganize a shelf if that's what the team needs.
- Tech-Fluent: You are highly proficient in Excel and comfortable navigating backend e-commerce systems (Shopify, Amazon Seller Central, shipping software).
- Reliable: You have a track record of working with autonomy. You don't need to be micro-managed to get the job done.
Requirements:
- 3 years of experience in Customer Service, E-commerce, or Operations/Logistics.
- Previous experience in a leadership, supervisor, or "Key holder" role is preferred.
- Strong written and verbal communication skills.
- Must be located within a reliable commuting distance of Cartersville, GA.
Benefits:
- Health Insurance: Company-subsidized medical coverage.
- Retirement: 401(k) plan to help you save for the future.
- Paid Time Off: PTO policy for vacation and sick time.
- Schedule: Monday – Friday, Day Shift (No weekends).
How to Apply: Please submit your resume. In your application or cover letter, please briefly mention a time you improved a process at a previous job.
Job Type: Full-time
Pay: $48, $55,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Application Question(s):
- Please describe a specific time you identified a broken process at a previous job and how you fixed it.
- In this role, you might be interrupted by a customer call while trying to fix an inventory error. How do you prioritize your tasks when everything feels urgent?
Education:
- High school or equivalent (Preferred)
Work Location: In person
Salary : $55,000