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E-Commerce Customer Service Manager

2 months ago

new york city, United States Ames Watson Brands Full time

AWB OVERVIEW

Ames Watson Brands (AWB) invests in both emerging and established brands. We are a "brand accelerator" that surrounds our partners with industry experts in operations, merchandising, marketing and back-office support. We leverage operational excellence, access to capital, strategic partnerships, and a data-driven approach to drive product innovation and accelerate growth.


POSITION OVERVIEW

As an e-commerce Customer Service Manager, you act as a bridge between our digital customers and our portfolio of brands. You aim to meet and exceed the needs of our customers by providing effective and efficient solutions that ensure customer satisfaction and foster a positive brand image. You support in driving the overall growth of our e-commerce channel by monitoring and adhering to our customer Service-Level Agreements, while achieving and exceeding company KPI goals and objectives.


RESPONSIBILITIES


Customer Service l Brand Ambassador

  • Understand and reflect our brand in all customer-facing communication
  • Provide a seamless digital end-to-end experience by responding promptly and professionally to all customer inquiries via email
  • Assist customers in navigating and troubleshooting issues on customer facing websites
  • Answer product and service questions, and/or make product suggestions
  • Ensure effective and efficient solutions to customer questions, requests, and/or concerns
  • Support customers with order updates, logistics, email response, tracking, quality issues, and returns
  • Contribute to meeting and/or exceeding all KPI goals and objectives for the e-commerce channel by monitoring and adhering to customer SLAs


Teamwork l Communication

  • Build positive relationships with peers and contribute to positive team morale
  • Collaborate with team members to ensure superior customer service and support e-commerce operations


Operations

  • Collaborate with warehouse and logistics teams as needed to address order-related issues and updates
  • Collaborate with cross-functional teams to address and solve problems
  • Monitor and manage order statuses on different e-commerce platforms
  • Demonstrate proficiency in navigating brand websites, as well as other applications
  • Monitor and troubleshoot website functionality
  • Identify and implement solutions to prevent recurring issues
  • Provide insights and feedback to management for continuous process improvement
  • Perform work in accordance with applicable policies, procedures, laws, and regulations
  • Perform other duties related to the qualifications and requirements of the job


QUALIFICATIONS AND REQUIREMENTS

  • 5+ years of experience in customer service
  • Education: High school diploma, GED, or equivalent
  • Ability to work in self-directed, fast-paced, entrepreneurial environment
  • Strong ability to perform task management, prioritize, and manage time effectively
  • Excellent verbal and written communication
  • Flexibility to work non-traditional hours, days, nights, weekends, and holidays as needed