The Ecommerce Customer Service Manager is the frontline Ecommerce support for the resolution of inbound customer issues relating to customers' orders, accounts, or other aspects of the customer experience. The Ecommerce Customer Service Manager will own many aspects of customer support; from building scripts for phone/email to driving initiatives to improve day-to-day processes. This role oversees the day-to-day actions of the customer service representatives, as well as formal training sessions upon initial hire and ongoing coaching. By driving efficiency and effectiveness in customer support, the E-commerce Customer Service Manager plays a crucial role in sustaining the company's reputation and success in the competitive online market.
CORPORATE SALES SPECIALIST
Inbound & Outbound Corporate sales. The company has only pursued inbound leads with $1.5MM without sales calls in 2024. We will double overall revenue this year so corporate sales are expected to double to $3MM without any additional sales initiatives. $5MM is the sales goal this year which is commissionable and supported by nationwide TV ads, social media ads, Google Ads and email marketing and achieved by adding outbound sales initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES Lead, mentor and coach a remote team of customer service representatives to deliver a best-in-class customer experience
Oversee/monitor customer service representatives' outbound customer interactions
Ensure all customer interactions are actioned and resolved in a timely and personal manner
Assist customer in buying decisions (offer upsells and presenting appropriate alternatives)
Add value for customers by building relationships and trust through customer interaction
Oversee on-going Clientele via personal outreach
Maintain an in-depth knowledge of products and sales techniques, become a product expert
Solicit customer feedback to improve service and online shopping experience
Troubleshoot customer problems encountered within the digital self-service experience
Work closely with appropriate stakeholders to resolve customer-facing issues
Prepare and report quarterly customer service analysis
Work with existing CX agent in helping to manage all FedEx claims, ensuring the team is following through from start to finish to provide a faster resolution for the client
Monitor suspicious transactions and submit evidence and dispute any chargeback queries
Partner with marketing team to ensure item detail accuracy on Company website
Update CX team with any inventory adjustments in a timely manner
Oversee and assess customer service representatives providing performance-related feedback
Investigate and provide timely solution-oriented outcomes related to client concerns
Train Customer Service representatives in areas of customer service and company policies
Assist customer service staff with duties where required
Strategize and monitor daily activities of customer service operations via Slack
Performs additional duties as needed
Communicate with customers via social media, email, chat, phone & Gorgias
Respond in the company voice to social media comments and posts
Suggest and implement software to improve efficiency and customer service experience
Develop and implement plans for staffing up for all holidays based on sales projections
Answer Okendo Reviews
Monitor Trustpilot and Google reviews and mitigate any negative reviews to turn to positive reviews
Check addresses, check Saturday delivery
Find orders same day that have been canceled after packaged and reschedule or cancel shipment.
Help print, count and organize shipping labels alongside the shipping manager during busy holidays
Work with offshore agents and Talentpop
Develop systems, SOPs and performance metrics and generate regular reports to identify agents areas of improvement. Take corrective action based on the results including training.
Answer inquiries for corporate sales with the goal of selling product to groups.
Develop an outbound corporate sales plan with management to achieve $5MM in total corporate sales for Q4 2024.
Monitor and organize customizations like greeting cards for each corporate order by working with the shipping manager and the packaging team.
ADDITIONAL RESPONSIBILITIES: Ability to apply empathy in customer contact situations while balancing corporate policy
Demonstrates ability to consistently engage and connect with customers
Possess strong customer service, caring and problem-solving skills
Demonstrates high level of quality work, attendance and appearance
Adheres to all Company Policies & Procedures and Safety Regulations
Adheres to local, state and federal laws
Additional responsibilities assigned by supervisor related to your position/ department
Ability to be flexible and willing to work extended hours including occasional weekends throughout the year and long days and weekends around the holidays based on business needs
Strong sense of urgency
Ability to think outside of the box for problem solving resolution
Define procedures for team
Assist and resolve escalated major incidents
Provide phone scripts and email templates for customer service representatives
Keep abreast of all company products and services.
Isolate and identify areas of improvement.
SUPERVISORY RESPONSIBILITIES
This role reports to The Co-COO who is also the Head of Customer Retention
ORGANIZATIONAL RELATIONSHIPS
Interacts with various levels throughout organization including employees and outside vendors
MINIMUM QUALIFICATIONS: The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of the position.
COMPETENCIES: Oral Communication
Strong people skills
Decision Making
Interpersonal Skills
Multi-tasking Skills
Strategic Problem Solving
Results Oriented
Initiative
Organization
Adaptability
Time Management
Teamwork
Proficient knowledge of customer service, and standard office practices & procedures.
Excellent phone etiquette.
Investigate customer's problems and find solutions.
Proficient computer skills.
Spanish/English Bilingual is a plus
Outstanding communication skills, both written and verbal
EDUCATION/EXPERIENCE: Bachelor's degree in related field or equivalent work experience
Minimum of 3 years Customer Service experience, 2 years Ecommerce highly preferred
Previous retail or call center experience
Knowledge of order management skills beginning from placement of order to delivery
Knowledge in Ecommerce fulfillment (process and shipping)
Knowledge in Gorgias, Shopify, Shipstation & Slack
Proficient with Microsoft Office programs (Outlook, Excel, Word & PowerPoint)
Exceptional verbal, written and interposal communication skills
Ability to successfully manage multiple tasks/projects