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ECOMMERCE CUSTOMER SERVICE MANAGER

Position Overview: The Ecommerce Customer Service Manager will be responsible for managing all business-to-business and business-to-consumer ecommerce customer relationships. S/he will oversee a team of customer service representatives while establishing a culture of service excellence. The ideal candidate will lead by example, communicate effectively and will possess the ability to build a great team that delivers measurable results.

Responsibilities of the Ecommerce Customer Service Manager:
  • Oversee customer service staff and floor operations
  • Recommend and assist in implementing and maintaining new processes and procedures for the Ecom Customer Service department
  • Accountable for knowledge of customer service processes and procedures
  • Mentor staff to manage difficult, escalated customer service issues
  • Coach, motivate and train staff in order to develop their problem resolution skills
  • Assist in the development of product information tools as well as agent training
  • Accountable for knowledge of current product and catalogs
Qualifications for the Ecommerce Customer Service Manager:
  • Minimum 5 years experience in retail customer service and leadership
  • Highly proficient in Microsoft Office and internet proficiency
  • Excellent leadership skills and ability to communicate, lead and inspire a team to achieve continuous improvement
  • Must have strong interpersonal skills and be able to establish trust with all internal/external customers
  • Ability to manage and prioritize multiple projects and meet specific goals and deadlines
  • Strong communication skills: verbal and written
  • Excellent organization skills, follow-up, ability to multi-task and delegate

Education Requirements:

  • Bachelor s Degree preferred

Benefits: Medical, Dental, Vision, 401k



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