POSITION SUMMARY:
The E-commerce Customer Service Manager is the frontline e-commerce support for the resolution of inbound customer issues relating to customers’ orders, accounts, or other aspects of the customer experience. The e-commerce customer service manager will own many aspects of customer support, from building scripts for phone/email to driving initiatives to improve day-to-day processes. This role oversees the day-to-day actions of the customer service representatives, as well as formal training sessions upon initial hire and ongoing coaching. By driving efficiency and effectiveness in customer support, the e-commerce customer service manager plays a crucial role in sustaining the company's reputation and success in the competitive online market.
CORPORATE SALES SPECIALIST
Inbound/Outbound Corporate sales: The company has only pursued inbound leads with $1.5MM without sales calls in 2024. We will double overall revenue this year so corporate sales are expected to double to $3MM without any additional sales initiatives. $5MM is the sales goal this year which is commissionable and supported by nationwide TV ads, social media ads, Google Ads and email marketing and achieved by adding outbound sales initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Lead, mentor, and coach a remote team of customer service representatives to deliver a best-in-class customer experience.
- Oversee/monitor customer service representatives’ outbound customer interactions.
- Ensure all customer interactions are actioned and resolved in a timely and personal manner.
- Assist customers in making buying decisions (offer upsells and present appropriate alternatives).
- Add value for customers by building relationships and trust through customer interaction.
- Oversee ongoing clientele via personal outreach.
- Maintain an in-depth knowledge of products and sales techniques; become a product expert.
- Solicit customer feedback to improve service and the website shopping experience.
- Troubleshoot customer problems encountered within the digital self-service experience.
- Work closely with appropriate stakeholders to resolve customer-facing issues.
- Prepare and report quarterly customer service analysis.
- Work with the existing CX agents in helping to manage all FedEx claims, ensuring the team is following through from start to finish to provide a faster resolution for the client.
- Monitor suspicious transactions and submit evidence and dispute any chargeback queries.
- Partner with the marketing team to ensure item detail accuracy on the company website.
- Update the CX team with any inventory adjustments in a timely manner.
- Oversee and assess customer service representatives, providing performance-related feedback.
- Investigate and provide timely, solution-oriented outcomes related to client concerns.
- Train customer service representatives in areas of customer service and company policies.
- Assist customer service staff with duties where required.
- Strategize and monitor daily activities of customer service operations via Slack.
- Communicate with customers via social media, email, chat, phone, & Gorgias.
- Respond in the company voice to social media comments and posts.
- Suggest and implement software to improve efficiency and the customer service experience.
- Develop and implement plans for staffing up for all holidays based on sales projections.
- Answer Okendo Reviews.
- Monitor Trustpilot and Google reviews and mitigate any negative reviews to turn them into positive ones.
- Check addresses, and check Saturday delivery.
- Find orders the same day that have been canceled after being packaged and reschedule or cancel the shipment.
- Help print, count, and organize shipping labels alongside the shipping manager during busy holidays.
- Work with offshore agents and TalentPop.
- Develop systems, SOPs, and performance metrics, and generate regular reports to identify agents' areas of improvement. Take corrective action based on the results, including training.
- Answer inquiries for corporate sales with the goal of selling boards to groups.
- Monitor and organize customizations like greeting cards for each corporate order by working with the shipping manager and the packaging team.
ADDITIONAL RESPONSIBILITIES:
- Ability to apply empathy in customer contact situations while balancing corporate policy.
- Demonstrates ability to consistently engage and connect with customers.
- Possess strong customer service, caring and problem-solving skills.
- Demonstrates a high level of quality work, attendance, and appearance.
- Adheres to all company policies, procedures, and safety regulations.
- Adheres to local, state and federal laws.
- Additional responsibilities assigned by the supervisor related to your position/department.
- Ability to be flexible and willing to work extended hours, including occasional weekends throughout the year and long days and weekends around the holidays, based on business needs
- Strong sense of urgency
- Ability to think outside of the box for problem-solving resolution.
- Define procedures for the team.
- Assist and resolve escalated major incidents.
- Provide phone scripts and email templates for customer service representatives.
- Keep abreast of all company products and services.
- Isolate and identify areas of improvement.
SUPERVISORY RESPONSIBILITIES
This role reports to the Co-COO, who is also the Head of Customer Retention.
ORGANIZATIONAL RELATIONSHIPS
Interacts with various levels throughout the organization, including employees and outside vendors.
