JOB SUMMARY

Porter Lyons is seeking an experienced and detail-oriented Fulfillment + Customer Experience Manager to lead and optimize our order fulfillment and customer service operations. This role combines hands-on operational oversight with strategic process improvement, inventory control, and cross-departmental collaboration to ensure every customer order is accurate, beautifully packaged, and delivered on time.

In addition to fulfillment, this role is responsible for managing customer service communications, including warranty and repair requests, to ensure timely, professional, and brand-aligned responses. The ideal candidate has a proven track record in fulfillment operations, high-touch customer service, and process improvement in a fast-paced, high-volume environment. This position reports to the Director of Operations and works closely with Retail and E-Commerce to ensure a seamless end-to-end customer experience.

KEY RESPONSIBILITIES

FULFILLMENT OPERATIONS & QUALITY CONTROL

• Oversee all fulfillment operations, ensuring accuracy, speed, and brand-aligned presentation for every order.
• Maintain and enforce strict quality control standards, with zero tolerance for incorrect or incomplete shipments.
• Monitor shipping carrier performance, costs, and delivery timelines; file and track shipping claims for lost, damaged, or stolen packages.
• Manage Shopify chargeback claims, gathering and submitting necessary documentation to dispute and resolve cases.
• Place purchase orders with vendors for out-of-stock customer orders, ensuring timely fulfillment of preorders and made-to-order items.

CUSTOMER SERVICE, WARRANTY & REPAIR MANAGEMENT

• Serve as the primary point of contact for customer service inquiries, ensuring timely, professional, and accurate responses.
• Manage all warranty and repair communications, including intake, tracking, and follow-up with customers.
• Coordinate with vendors and internal teams to ensure repair work meets quality and timeline expectations.
• Manage “White Glove Service” outreach for VIP customers, providing a personalized and elevated experience and serving as their dedicated point of contact.

PROCESS IMPROVEMENT & SYSTEM MANAGEMENT

• Evaluate and implement new systems, tools, and workflows to improve efficiency and reduce errors.
• Produce monthly reporting on fulfillment and customer service metrics, analyzing trends and identifying opportunities for improvement.
• Maintain and organize backstock, fulfillment areas, and supply storage for maximum productivity.
• Partner with E-Commerce and Retail teams to forecast fulfillment needs for product launches, promotions, and seasonal sales peaks.

INVENTORY & SUPPLY MANAGEMENT

• Oversee inventory of packaging and fulfillment supplies, ensuring optimal stock levels.
• Coordinate with Operations and Retail teams to resolve discrepancies and maintain accurate stock records.
• Collaborate with leadership on quarterly inventory counts and process adjustments to minimize shrink and improve stock visibility.

STAFFING & CROSS-FUNCTIONAL SUPPORT

• Oversee and train all fulfillment staff—whether full-time, part-time, or temporary/seasonal—ensuring quality, efficiency, and service standards are met.
• Coordinate seasonal and temporary fulfillment staffing during high-volume periods.
• Collaborate with Retail, E-Commerce, and Marketing teams to ensure alignment on campaigns, inventory readiness, and fulfillment capacity.

VALUE + SKILL SET

• 3–5 years of experience in fulfillment, operations, or logistics, preferably within luxury, fine jewelry, or retail industries.
• Experience in customer service, warranty, or repair management.
• Exceptional attention to detail and commitment to quality.
• Strong organizational, time management, and problem-solving abilities.
• Ability to manage and train staff in various capacities.
• Experience working with Shopify or similar inventory/order management platforms.
• Ability to thrive in a fast-paced environment while meeting deadlines and maintaining accuracy.

WORK REQUIREMENTS

• Location: Porter Lyons Flagship Store – French Quarter, New Orleans.
• Schedule: Full-time, Monday–Friday, with occasional weekends during peak seasons or special events.
• Compensation: Competitive salary + benefits
• Physical Requirements: Ability to stand and walk for extended periods, climb ladders and stairs to access inventory and storage areas, lift and carry up to 25 pounds, and perform repetitive motions such as bending, reaching, and grasping.

ABOUT THE BRAND

Porter Lyons is a New Orleans-based, culturally inspired jewelry and lifestyle brand. Founded by Ashley Porter in 2012, the brand represents Uncommon Luxury.

Porter Lyons is an equal opportunity employer committed to fostering a diverse, inclusive, and discrimination-free workplace. We value the contributions of all employees and applicants and do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, marital status, veteran status, or any other legally protected status.