Job description
VACCINATION REQUIRED FOR THIS OPPORUNITY!Hybrid in-office/wfh schedule
Client Overview:
We are working with a leading retail client specializing in curated active and loungewear.
Responsibilities:
- Manage in-house e-commerce customer service team, while supervising and performing day-to-day operations (phone, chat, email)
- Create effective Customer Service Procedures, policies and standards (Email response macros, Return Policy, Shipping Policy, Payment Policy)
- Manage, analyze and report key metrics, bugs & fixes on all digital customer facing platforms; liaise with vendor relations
- Manage Fraud and Refunds Process (Review all flagged orders and manage all returns)
- Process Chargebacks across payment methods; filing, settling and reporting; collaborate with Finance
- Review & approve all product/site reviews, monitor loyalty points/program)
- Promote Customer retention and positive experience with the individual brand, by answering product related questions, including fit and styling suggestions and caring instructions
- Coordinate with cross-functional teams including merchandising, planning and marketing to troubleshoot product/customer related issues
- Process all on hold orders within WMS (out of stock items, correct inventory discrepancies)
- Manage return discrepancies (monitor daily return report)
- Track and update customer order and return information within internal systems and third parties, including shipping carriers
- Manage Online Employee Discount Codes Customer Service Team Management
- Monitor Department Customer Service Agent performance by reviewing daily KPIs (Ticket Volume, Phone Volume, Customer reviews per agent)
- Handle all escalated customer issues via phone, chat and/or email
- Strong partner with retail stores in handling any customer service or product related issues
- Relay customer feedback on the site experience and/or products to the Ecommerce and/or merchandising teams Technical Projects
- Partner with VP of Ecomm to build, test & launch new customer service engagement channels (fraud system, return system, cs email platform)
- Maintain and ecommerce policies on the website (Return Policy, Shipping Policy, Gift Card/Payment Policy)
- Shopify and Zendesk experience
- customer service management experience
- experience working with E-comm
Expired job