Ames Watson Brands (AWB) invests in both emerging and established brands. We are a "brand accelerator" that surrounds our partners with industry experts in operations, merchandising, marketing and back-office support. We leverage operational excellence, access to capital, strategic partnerships, and a data-driven approach to drive product innovation and accelerate growth.
POSITION OVERVIEW
As an e-commerce Customer Service Manager, you act as a bridge between our digital customers and our portfolio of brands. You aim to meet and exceed the needs of our customers by providing effective and efficient solutions that ensure customer satisfaction and foster a positive brand image. You support in driving the overall growth of our e-commerce channel by monitoring and adhering to our customer Service-Level Agreements, while achieving and exceeding company KPI goals and objectives.
RESPONSIBILITIES
Customer Service l Brand Ambassador
Understand and reflect our brand in all customer-facing communication
Provide a seamless digital end-to-end experience by responding promptly and professionally to all customer inquiries via email
Assist customers in navigating and troubleshooting issues on customer facing websites
Answer product and service questions, and/or make product suggestions
Ensure effective and efficient solutions to customer questions, requests, and/or concerns
Support customers with order updates, logistics, email response, tracking, quality issues, and returns
Contribute to meeting and/or exceeding all KPI goals and objectives for the e-commerce channel by monitoring and adhering to customer SLAs
Teamwork l Communication
Build positive relationships with peers and contribute to positive team morale
Collaborate with team members to ensure superior customer service and support e-commerce operations
Operations
Collaborate with warehouse and logistics teams as needed to address order-related issues and updates
Collaborate with cross-functional teams to address and solve problems
Monitor and manage order statuses on different e-commerce platforms
Demonstrate proficiency in navigating brand websites, as well as other applications
Monitor and troubleshoot website functionality
Identify and implement solutions to prevent recurring issues
Provide insights and feedback to management for continuous process improvement
Perform work in accordance with applicable policies, procedures, laws, and regulations
Perform other duties related to the qualifications and requirements of the job
QUALIFICATIONS AND REQUIREMENTS
5+ years of experience in customer service
Education: High school diploma, GED, or equivalent
Ability to work in self-directed, fast-paced, entrepreneurial environment
Strong ability to perform task management, prioritize, and manage time effectively
Excellent verbal and written communication
Flexibility to work non-traditional hours, days, nights, weekends, and holidays as needed