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Ecommerce Customer Service Manager
2 months ago
We are seeking a highly skilled Ecommerce Customer Service Manager to join our team at MSI Recruiting. As a key member of our customer service operations, you will be responsible for delivering exceptional customer experiences and driving business growth through effective customer support.
Key Responsibilities- Lead and mentor a team of customer service representatives to ensure delivery of best-in-class customer experiences
- Oversee customer service operations, including monitoring and resolving customer interactions, and ensuring timely and personal responses
- Assist customers in making informed buying decisions, offering upsells and presenting alternative solutions
- Add value to customers by building relationships and trust through customer interactions
- Oversee ongoing client relationships via personal outreach and maintain in-depth knowledge of products and sales techniques
- Solicit customer feedback to improve service and online shopping experience
- Troubleshoot customer problems encountered within the digital self-service experience
- Work closely with stakeholders to resolve customer-facing issues and prepare quarterly customer service analysis
- Monitor suspicious transactions and submit evidence and dispute chargeback queries
- Partner with marketing team to ensure item detail accuracy on Company website
- Update CX team with inventory adjustments in a timely manner
- Oversee and assess customer service representatives, providing performance-related feedback and investigating and resolving client concerns
- Train customer service representatives in customer service and company policies
- Assist customer service staff with duties as needed and strategize and monitor daily activities of customer service operations
- Perform additional duties as needed and communicate with customers via social media, email, chat, phone, and Gorgias
- Respond in the company voice to social media comments and posts and suggest and implement software to improve efficiency and customer service experience
- Develop and implement plans for staffing up for all holidays based on sales projections and answer Okendo Reviews
- Monitor Trustpilot and Google reviews and mitigate any negative reviews to turn to positive reviews
- Check addresses, check Saturday delivery, find orders same day that have been canceled after packaged and reschedule or cancel shipment
- Help print, count, and organize shipping labels alongside the shipping manager during busy holidays and work with offshore agents and Talentpop
- Develop systems, SOPs, and performance metrics and generate regular reports to identify agents' areas of improvement and take corrective action based on the results, including training
- Answer inquiries for corporate sales with the goal of selling product to groups and develop an outbound corporate sales plan with management to achieve $5MM in total corporate sales for Q4 2024
- Monitor and organize customizations like greeting cards for each corporate order by working with the shipping manager and the packaging team
- Competencies: Oral Communication, Strong people skills, Decision Making, Interpersonal Skills, Multi-tasking Skills, Strategic Problem Solving, Results Oriented, Initiative, Organization, Adaptability, Time Management, Teamwork
- Proficient knowledge of customer service, and standard office practices & procedures
- Excellent phone etiquette
- Investigate customer's problems and find solutions
- Proficient computer skills
- Spanish/English Bilingual is a plus
- Outstanding communication skills, both written and verbal
- Bachelor's degree in related field or equivalent work experience
- Minimum of 3 years Customer Service experience, 2 years Ecommerce highly preferred
- Previous retail or call center experience
- Knowledge of order management skills beginning from placement of order to delivery
- Knowledge in Ecommerce fulfillment (process and shipping)
- Knowledge in Gorgias, Shopify, Shipstation & Slack
- Proficient with Microsoft Office programs (Outlook, Excel, Word & PowerPoint)
- Exceptional verbal, written and interposal communication skills
- Ability to successfully manage multiple tasks/projects