Pilot Store Manager

Mail Boxes Etc. (MBE) is an international network of business service centers that helps individuals, small businesses, and companies manage their shipping, packaging, printing, and related business needs.

The brand operates through a network of independently owned and operated service centers, supported by a franchise business model. Its objective is to provide convenient, professional services to customers who need logistics and business support without managing every activity themselves.

Position Summary

The Pilot Store Manager will be responsible for the management and execution of all front office services available in the store and will be reporting to the Operation Manager. The Pilot Store Manager is responsible for delivering excellent customer service and supporting the daily operations of the MBE Pilot Store.

The role includes shipping, printing and business service support, customer relationship management, order processing and coordination with suppliers and carriers to ensure a high-quality customer experience.

Key Responsibilities

Store Management

• Contribute to achieving monthly sales targets of the Pilot Store.
• Maintain MBE customer service standards.
• Ensure high customer satisfaction levels.
• Maintain store cleanliness, organization and professional appearance.
• Ensure marketing materials and service information are properly displayed

Client Service (Shipping)

• Welcome and assist walk-in customers
• Promote MBE shipping, printing and business solutions to walk-in customers.
• Send pricing offers to customers and online inquiries upon request
• Convert inquiries into sales.
• Prepare shipping orders for customers: place order with carrier, packaging and labelling
• Track active orders and handle incidents via proactive actions and communication with Carriers
• Maintain communication with customers through in-store, phone, email and online channels.
• Manage inventory of packaging materials and consumables
• Handle customer complaints and service recovery.

Client Service (Printing)

• Receive and review print requests.
• Provide pricing to customers and online inquiries upon request
• Source and coordinate with approved suppliers for printing services
• Ensure artwork, specifications and delivery deadlines are met.
• Conduct quality checks before customer delivery.

Administration

• Send monthly invoices to customers after issuance from finance department.
• Process customer payments and issue receipts.
• Ensure daily cash reconciliation and accurate transaction records.

Potential KPI

• Number of shipping transactions.
• Conversion rate of inquiries.
• Customer satisfaction score.
• Error-free shipment rate.
• Achievement of monthly sales revenue target
• Number of new customers acquired per month

Candidate Profile

Education

• Diploma or Bachelor's degree in Business Administration, Logistics, Retail Management or a related field.

Experience

• 1–3 years of experience in retail, customer service, logistics, shipping, courier or printing services.
• Experience in customer-facing roles is preferred.

Skills & Competencies

• Customer-oriented mindset with strong communication skills.
• Sales, problem-solving and customer relationship management abilities.
• Vietnamese proficiency sufficient to communicate effectively with local customers and business partners.
• Professional working proficiency in English.
• Comfortable working in a growing business environment.
• Ability to multitask, work independently and take ownership of daily operations.
• Strong attention to detail and operational discipline.
• Good computer literacy, including Microsoft Office and Outlook.