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Ecommerce Customer Service Manager
6 days ago
As the **eCommerce Customer Service Manager**, you will play a key role in ensuring our customers have a positive and memorable experience. You will lead and develop a team of Customer Service Representatives while fostering a collaborative and positive work environment. You will also be responsible for developing and implementing strategies to improve our customer service processes and to ensure that we are providing the exceptional service which our customers are used to. **Direct, hands-on experience leading and developing a customer service team, developing process-improvement strategies, and working within a high-volume e-commerce company is required.**
**Responsibilities**:
**Team Leadership & Culture**:
- Recruit, hire, train, and develop a high-performing team.
- Coach and mentor team members to provide exceptional customer service.
- Foster a positive and collaborative work environment with high morale.
- Motivate and empower your team to achieve departmental goals and OKRs.
- Address and resolve employee performance issues through regular 1:1’s and bi-annual performance reviews.
- Assess team members’ strengths and growth goals and create action plans to achieve those.
**Customer Service**:
- Develop and implement strategies to continuously improve customer service processes.
- Oversee timely and accurate resolution of customer inquiries and complaints.
- Analyze customer feedback to identify trends and areas for improvement.
- Ensure that all processes, procedures and SOP’s are up to date and available to all team members.
- Work closely with other departments (sales, technical, HR, etc.) to ensure collaboration and achievement of company goals.
- Analyze customer service data to identify opportunities for improvement
- Stay up-to-date on e-commerce best practices and customer service trends.
**Qualifications**:
- Minimum 3-5 years of experience in a team leadership role (customer service, operations)
- Proven track record of building and leading high-performing customer service teams.
- Hands-on experience in a high-volume, fast-paced environment
- In-depth knowledge of e-commerce best practices and processes.
- Excellent communication, interpersonal, and conflict resolution skills.
- Strong analytical and problem-solving skills.
- Ability to prioritize and manage multiple tasks effectively.
- Proficiency in Microsoft Office Suite and customer service software.
