E-Commerce Customer Experience Director
4 days ago
About the Role
This E-Commerce Customer Service and Operations Manager role is a critical position within our company, responsible for ensuring the delivery of excellent service to our customers and driving business growth through strategic planning and execution.
Main Responsibilities
- Manage the CS team and execute the lead CS role:
- Responding to incoming tickets and phone calls
- Growing relationships with key customers
- Final authority for issue escalation and resolution
- Develop KPI's for the Customer Service Team and ensure performance against them
- Provide coaching and development for CS team members
- Develop and implement onboarding and training program for new hires
- Improve ticketing system to increase employee efficiency and effectively support business unit growth
- Implement web chat support
- Effectively support both business and retail customers on the Mobile Home Outfitters website
- Work with internal teams to ensure on-time order fulfillment, resolve order fulfillment issues and ensure an excellent end-to-end customer experience
Benefits and Compensation
The estimated salary for this position is $80,000 - $110,000 per year, depending on experience and qualifications. Additionally, we offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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