Job description
Looking for direct hire E-Commerce Customer Service Manager.*Note: This position is remote but must have flexibility to come onsite for team & management meetings.
*Candidates local to LA are preferred.
RESPONSIBILITIES
- Cultivate an environment of genuine and professional customer connections by being highly focused on delivering exceptional customer experiences that are engaging, efficient and personalized.
- Supervise a team of Ecommerce Customer Service Representatives in the day to day performance of their jobs.
- Assist the team as needed with activities to include emails, social media platforms, and web based/online chat related to our ecommerce site Ensures that project/department milestones/goals are met and adhering to approved budgets.
- Provide the team with coaching and related feedback to exceed customer expectations and build customer loyalty.
- Enhance customer service by regularly evaluating service, systems and procedures present improvements to related manager as needed.
- Analyze service activity data and utilize findings to create resources for training and service improvements.
- Supervise the replacement orders process.
- Lead the team to proactively anticipate customer’s needs and provide solutions .
- Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences.
- Run and review daily, weekly and monthly reports and present to management.
- Respond in a professional and courteous manner to escalated consumer customer service inquiries, requests or complaints to reach an effective resolution.
- Other duties and projects as assigned.
QUALIFICATIONS
- Bachelor's Degree
- 4-6 years of Customer Service management experience
- Ecommerce experience preferred
- Experience with ZenDesk, Shopify and/or ShippingEasy preferred
- Ability to perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests
- Must be able to multi-task and work in a fast-paced environment
- Self-motivated leader
- Exceptional attention to detail
- Team player, enthusiastic positive can-do attitude
- Excellent written and verbal communication skills
- Ability to maintain and build effective working relationships both internally and externally
Expired job
