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E-commerce Customer Relationship Manager

3 weeks ago

Toronto, Canada LG Electronics Canada Full time

SUMMARY

The e-Commerce Customer Relationship Manager is responsible for developing a great customer experience enhancement strategy in accordance with LGECI’s SOPs and company policies. In this role, they will also be responsible for providing training and developing related documentation and materials for customer support agents - call and chat - to deliver an excellent customer experience, as well as well as providing guidance pertaining to the company’s e-commerce operation process (i.e., online store promotion details, online store website features, order process, refund related process). In addition, the e-Commerce Customer Relationship Manager will develop and implement policies and procedures for LGECI’s e-commerce business, as well as design workaround processes for escalation resolution.

PRINCIPAL RESPONSIBILITIES
- Develop, document, and implement e-Commerce SOPs and related policies (i.e., order, shipping, return, and refund process, terms and conditions, pre / post online purchase user experience, etc.) in collaboration with internal partners including operations, legal department.
- Maintain and update SOPs, policies, and training materials, in accordance new features and function developments.
- Develop, document, and implement customer rewards strategy, price matching, and price adjustment policies in collaboration with e-Commerce Operations, and e-Commerce Sales Planning team.
- Oversee and review contact centers’ customer communication activity.
- Provide training to CSRs / chat agents and guidance related to operating processes and escalation resolution.
- Evaluate current open escalation ticket categories (general escalation, installation, transportation, website issue, return) and work cooperatively with internal and external teams to resolve issues.
- Lead exception and internal approval processes.
- Replicate user escalation related to UI / UX and work with site operation team to find root cause and resolve issues.
- Provide administrative support and assist with special projects as required.
- Ensure daily activity of operation KPIs are met and delivered
- Measure and track data related to and customer escalation cases and develop a dashboard to display escalation resolution status.
- Reporting and Ad-Hoc Analysis.
- Pull and analyze back-order statuses and work with fulfillment team to expedite process
- Investigate faulty return cases and provide guidance to the agents regarding customer communication.
- Pull and analyze open return statuses and work closely with logistics team to expedite return process.
- Oversee and review budget/costs.

KNOWLEDGE, SKILLS, AND ABILITIES
- Bachelor’s degree Business, Management, Administration or in related discipline.
- 6 - 8 years’ leadership experience in a Customer Service, Customer Success, or Client Service role.
- Experience with e-Commerce customer support/administrative features.
- Proven track record of leadership and development of people and teams.
- Experience successfully overseeing and implementing customer experience improvement and retention plans & strategies to ensure customer loyalty.
- Experience establishing and growing relationships with all key stakeholders in the organization; influential individuals, managers.
- Proven ability to develop procedures and policies to ensure high service level standards and an excellent customer experience.
- Advanced Excel skills.
- Exceptional data analytics and reporting capabilities, as well as the ability to identify opportunities to strengthen performance based on the data.
- Strong conflict resolution skills, as well as the ability to work in a fast-paced dynamic environment with multiple stakeholders.
- A strong work ethic, ability to problem solve and high attention to quality.
- Excellent communication skills (oral and written) and ability to effectively communicate with a variety of audiences.
- Strong organizational, project management and follow-through skills.
- Ability to work under pressure with tight deadlines and to adapt to unforeseen circumstances.
- Ability to balance desired business and customer outcomes.
- A team player who wants to contribute to a thriving culture.
- Analytical mindset and decision maker focused on understanding risk, human behavior, technology, and their intersection and using that expertise to build effective programs, policies, systems, and solutions cross-functionally.
- Ability to work overtime as required.

**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.

**Conditions of Employment**:
**Equal Opportunity Employer**: