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.