Ecommerce Customer Service Manager

1 day ago

Riviera Beach, Florida, United States MSI Recruiting Full time
About the Role

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
Requirements
  • 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

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