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E-Commerce Customer Service Manager

GLD Miami, FL
  • Expired: 3 days ago. Applications are no longer accepted.

Candidate - Accepting Applications

E-Commerce Customer Service Manager:

· To meet and exceed customer service goals as set by Management

· Enhance customer service experience of web-based consumers

· Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams

· Ability to work in a dynamic environment and be results and deadline driven

Job Brief

The Ecommerce Customer Service Manager is the "subject matter expert", from a business, operations, customer service and consumer experience perspective. The Ecommerce Customer Service Manager will own many aspects of support, ranging from building scripts for phone / email / online chat to driving initiatives to improve day-to-day processes.

The Ecommerce Customer Service Manager will oversee the day to day operations of the Customer Service Agents. They will conduct formal training sessions upon initial hire as well as ongoing refresher courses focusing on continuous improvement.

They will evaluate and analyze systems, i.e. phone, email and chat service to ensure it is being used to its maximum benefit. Report on productivity and react accordingly. Utilize customer service and web technologies to increase consumer satisfaction. Responsible for day to day administration of Live Chat tools and other web-based customer experience applications. To be successful, you should be able to manage processes as well as adapt to our fast-growing business. You are a team leader who knows how to recruit and mentor a hardworking team to set and achieve strategic goals.

Responsibilities

  • Supervise day to day activities in customer service. Ensure staff members are achieving desired service levels, providing regular performance feedback
  • Create/implement effective customer service procedures, policies and standards
  • Develop customer satisfaction goals and coordinate with the team to meet them on a daily basis; Must be present and deeply engaged within the department
  • Keep accurate logs of department expenses and customer accommodations
  • Collaborate with cross functional teams to identify break downs in process and ensure a seamless omni-channel experience
  • Assess service level statistics and prepare detailed reports on findings
  • Analyze trends in customer issues for policy updates and web enhancements
  • Answer staff members questions, guiding them through difficult calls and diffusing angry customers; Be readily available for direct customer contact
  • Assist customer service staff with duties during times of high volume
  • Escalate issues to superiors when necessary

Requirements

· Must possess 10+ years of experience in a customer service capacity

· Must possess 5+ years of experience in online customer service management

· Must have a proven record of managing a minimum of 15 direct reports

· Must provide letter of reference/employment referrals from a well-established company

· Zendesk CRM & Shopify Marketplace working knowledge is strongly preferred

· Expert command of ecommerce systems, customer service software, and best practices

· Sales goal driven with a strong understanding of business drivers that will impact sales

· Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service

· Operational/function understanding of ecommerce technologies and websites

· Hands on experience with ecommerce, top-tier web ecommerce engines, customer service software and analytics applications

· Be proactive in identifying, resolving and communicating challenges

· Ability to work at a detailed level while maintaining an overall project perspective

· Good organizational and time management skills

· Good problem solving and analytical skills

· Outstanding project management experience

· Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously

· Strong track record of recruiting, leading and building teams

· Shown ability to drive and run multiple, competing priorities and projects with urgency in a fast-paced environment; Well organized with strong attention to details

· Excellent problem solving and critical thinking skills

· Excellent oral and written communication skills, strong interpersonal skills

· Experience working with a younger demographic of employees

· Bachelor’s degree required

· Experience in the jewelry industry a plus

Benefits

· Competitive salary commensurate with experience ($55,000 - $65,000)

· Relocation package for the perfect candidate

· Generous annual performance-based bonus

· Company funded healthcare

· Employee perks such as social outings, charitable activities, and more

GLD

Why Work Here?

Benefits - Competitive salary commensurate with experience ($55,000 - $65,000) · Relocation package for the perfect candidate

Address

999 BRICKELL AVE
Miami, FL
33131 USA