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Customer Service Manager

23 hours ago

Remote, Canada Best Access Doors Full time

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 and Order Management 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 ensure we meet all order management needs.

**Strong hands-on experience leading and developing a customer service/order management team, developing process-improvement strategies, and working within a high-volume e-commerce environment 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 and order management 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.

**Ecommerce & Order Management**:

- Stay up-to-date on e-commerce best practices and customer service trends.
- Ensure efficient and accurate order processing and fulfillment processes and make changes where necessary.
- 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

**Qualifications**:

- Minimum 3-5 years of experience in a team leadership role (customer service, operations, order management).
- 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 order management 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.