Customer Service Manager

About Us:

Founded in 2013 by Grace Na, Pistola is a Los Angeles-based brand built on luxury-level construction and a street-smart, utilitarian sensibility. As part of KNG (Pistola and Daze), we create premium, functional pieces designed to work as hard as the women who wear them. Our identity is rooted in a decade of evolution, consistently prioritizing quality and ease in every silhouette.

Position Overview:

We are looking for a Customer Service Manager who does more than just manage a desk, we need a strategic operator to own our entire order fulfillment lifecycle. In this role, you’ll serve as the vital link between Sales and Operations, transforming the "order-to-customer" journey into a high-performance engine.

If you are a data-driven leader who can navigate complex departmental communication to drive productivity, we want you on our team.

What You’ll Do:

• Own the end-to-end customer management experience, ensuring every order flows efficiently from point-of-sale to delivery.
• Monitor, report, and improve daily KPIs for order fulfillment and customer service operations.
• Act as the primary liaison between the Sales and Customer Service teams. You will drive communication strategies that align sales promises with operational capacity.
• Manage order priority protocols and optimize the fulfillment flow to prevent bottlenecks.
• Partner with the Sr. Director of Operations, Inventory Controller, and VP of Operations to review and refine outbound shipment priority management.
• Partner and work closely with Sales Representatives and planning teams regarding weekly updates and order status.
• Generate comprehensive reports on team productivity, backlog status, and fulfillment health for the leadership team.
• Reducing the duration from order placement to shipment.
• Significant improvements in response times and first-contact resolution.
• Executing monthly "clean-ups" to keep backlog levels below established thresholds.
• Managing and resolving order errors, shipping delays, or stock-outs with minimal customer friction.
• Streamlining the returns process to improve speed and recovery value.

Who You Are:

• 5 years in Customer Service Management or Fulfillment Operations, preferably in a high-volume environment.
• Deep understanding of the "Order-to-Cash" process and how CS impacts the supply chain.
• Proficient in data reporting; you should be able to look at a spreadsheet and identify exactly where a bottleneck is occurring.
• Exceptional ability to negotiate and align different departmental goals (e.g., balancing Sales' urgency with Operations' capacity).
• Familiarity with ERP/CRM systems and order management software.