Full Back Office Administration for a Subscription-Based Meal Kit Service

1. Subscription Management & Customizations

Every week, customers could:

• Change their number of meals
• Select specific recipes
• Skip a week or pause their subscription
• Update dietary preferences

Our team handled all subscription updates by:

• Syncing CRM data with order management platform (Chargebee + Stripe)
• Tagging customizations for allergens, caloric preferences, portion sizes
• Running a 3-step verification check before finalizing weekly orders
• Sending confirmation emails to ensure alignment

This eliminated last-minute errors, ensuring customers got exactly what they ordered.

2. Weekly Menu & Recipe Uploads

We took over the weekly uploads of:

• New meal kits (titles, images, serving sizes, prep time)
• Nutritional facts (macros, ingredients, allergens)
• Tags like “vegetarian,” “gluten-free,” “kid-friendly,” etc.
• Cooking instructions and serving notes

Using tools like Shopify, Airtable, and custom CMS panels, we ensured:

• Menu was live by Monday 12 PM sharp
• Tags were 100% accurate to avoid allergic mix-ups
• Archived recipes stayed searchable in customer dashboards

This process improved customer satisfaction and engagement with the weekly selection.

3. Inventory & Logistics Coordination

We worked closely with the logistics manager and kitchen staff to:

• Sync order volumes across 4 regional hubs (Toronto, Vancouver, Calgary, Montreal)
• Prevent overselling of meal kits with rare ingredients
• Adjust cut-off times when shipping delays were forecasted
• Monitor returns and wastage data for better forecasting

This helped maintain delivery reliability above 98% and reduced missed orders due to stock-outs.

4. Billing Queries & Refund Processing

Many customers changed credit cards, disputed charges, or required partial refunds due to:

• Cancelled deliveries
• Missed customizations
• Referral discount issues

We provided:

• Same-day resolution of billing tickets
• Reconciliation reports to client’s finance team
• Tiered refund approval flow for high-value orders
• Refund and chargeback flagging for customer history

By maintaining transparency and swift communication, billing-related complaints dropped significantly.

5. CRM Data Maintenance

Using HubSpot and Intercom integrations, our team:

• Updated dietary profiles based on customer history
• Removed duplicate accounts and merged past order histories
• Tagged VIP customers, influencers, and bulk orders
• Created smart segments for re-engagement campaigns

This improved personalization, opened up upsell opportunities, and helped the client’s marketing team launch data-driven campaigns.

6. Customer Preference Engine Optimization

Each customer could choose:

• Dietary filters (e.g., no dairy, pescatarian, low-carb)
• Spice levels
• Prep time limits (15 mins, 30 mins, no-cook)

We ensured:

• Preferences matched each recipe
• Dietary limits triggered correct suggestions
• Emails and SMS reflected correct weekly picks

We also flagged accounts when preference mismatches occurred, helping retain customers who might have otherwise churned.