Customer Support Supervisor
Found in: Appcast Linkedin GBL C2 - 2 weeks ago
Customer Support Supervisor
About Shabby Fabrics
Shabby Fabrics is an online retailer located in beautiful Coeur d’Alene, Idaho. Founded in 2005, Shabby Fabrics has become a leader in the quilting industry internationally through innovative design, original art, and cutting-edge technology. As we continue our impressive growth trend, we are seeking a full-time Commercial Photographer to join our team.
As the Customer Service Supervisor with a specialization in e-commerce, you will lead a team of dedicated Customer Care Specialists focused on delivering exceptional service to our valued customers across various channels, including phone and email. Your primary responsibility will be to ensure the smooth and efficient operation of the customer service department on a daily basis.
Key duties and responsibilities:
- Leadership and Supervision: Lead, motivate, and supervise a team of Customer Care Specialists, providing guidance and support to ensure they meet performance targets and deliver outstanding customer service experiences.
- Workflow Management: Oversee the daily workflow of the customer service department, including managing staffing levels, scheduling, and allocating resources effectively to meet customer demands.
- E-commerce Expertise: Bring a deep understanding of e-commerce practices and trends to the role, leveraging this knowledge to optimize customer service strategies and enhance the online shopping experience for our customers.
- Quality Assurance: Implement quality assurance measures to monitor and evaluate customer interactions, ensuring that service standards are consistently met or exceeded.
- Training and Development: Develop and implement training programs to equip team members with the skills and knowledge necessary to excel in their roles, with a specific focus on e-commerce best practices and tools.
- Issue Resolution: Handle escalated customer inquiries and complaints, utilizing your expertise to resolve complex issues promptly and to the satisfaction of the customer.
- Collaboration: Work closely with other departments, such as marketing and product development, to address customer feedback, identify opportunities for improvement, and drive initiatives to enhance the overall customer experience.
- Performance Analysis: Analyze customer service metrics and performance data to identify trends, areas for improvement, and opportunities for efficiency gains, leveraging insights to drive continuous improvement initiatives.
- Compliance and Policy Adherence: Ensure that all customer service activities comply with company policies, industry regulations, and best practices, maintaining a strong commitment to data privacy and security.
As the Customer Service Supervisor in our e-commerce-focused environment, you will play a pivotal role in shaping the customer experience and driving the success of our online retail operations.
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