Ecommerce Customer Service Lead

4 months ago

Southaven, United States Wetherill Associates Full time

** Ecommerce Customer Service Lead - Southaven, MS**

**Job Category****:** Customer Service **Requisition Number****:** ECOMM001308 Showing 1 location **Job Details**

**Description**

OEG Parts - a fast growing automotive/ powersports e-commerce company, is looking for an energetic and innovative E-commerce Customer Service Lead to support our Customer Service Manager. This position will act as a liaison between the manager and customer service team to coordinate all customer service activities and achieve ultimate customer satisfaction by ensuring customer service team adheres to all marketplace and business guidelines.

**This is a full time position, based out of Southaven, MS. We offer a comprehensive benefits package, including paid time off and paid holidays, medical, dental and vision insurance, 401(k) retirement plan with company match, disability insurance, life insurance and other perks.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

* Support the customer service manager in all department activities;

* Manage marketplace returns approvals, claims, disputes and customer feedbacks to ensure and uphold overall customer satisfaction;

* Manage all aspects of Ecommerce returns and liaise with returns warehouse as needed;

* Ensure customer service department is properly staffed at all times;

* Serve as point of contact when team members have questions or customer issue requires escalation;

* Provide customer support as needed in addition to the customer service team (emails, calls);

* Ensure and maintain customer service efficiency and organization to ensure continuous improvement;

* In-depth knowledge of all company products, systems, policies and marketplace compliances;

* Maintain service metrics and performance standards with regards to customer service team and customer communications;

* Provide monthly reports to customer service manager and management;

* Enhance and/or implement procedures for customer service operations and customer satisfaction;

* Develop processes to enhance the customer service experience and drive positive feedback;

* New hire training;

* Other duties as assigned by management.

**QUALIFICATIONS** (**Education, Experience, & Skills) REQUIRED**

* Bachelors degree.

* Experience with third party seller activities on marketplaces.

* Experience with and understanding of Ecommerce sales and activities.

* Experience in a customer service environment handling customer inquiries.

* Minimum of 2 years experience in a customer service lead role / team leader role.

* Organizational skills.

* Attention to detail.

* Problem solving skills.

* Strong communication skills to effectively communicate directly with team members and management.

* Excellent verbal and written skills.

* Microsoft Office Suite (Outlook, Word, Excel).

**PREFERRED:**

* Channel Advisor experience.

* Freshdesk experience.

* Baan LN ERP experience.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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