E-Commerce Customer Success Specialist
2 weeks ago
Laderach N. America está en búsqueda de un Especialista en Éxito del Cliente de E-Commerce para apoyar al Gerente Senior de Experiencia del Cliente. Este puesto es clave para optimizar las estrategias de ventas en línea y marketing.
Este rol es responsable de la gestión de los canales de ventas y marketing en línea de la organización. Se espera que apoye en la creación de una estrategia de e-commerce efectiva y generadora de beneficios. Esto incluye la integración de la recopilación de datos de clientes, el diseño de la experiencia del cliente, la publicidad en línea, SEO, análisis y gestión de relaciones con los clientes.
A través de una gestión efectiva, se asegura que el tráfico web y las ventas de la empresa estén optimizados, que se cumplan los estándares de servicio al cliente y que se logre la satisfacción del cliente. Se requiere una atención al detalle excepcional y la capacidad de completar tareas administrativas diarias, semanales y mensuales.
Responsabilidades y Deberes- Gestión de envíos
- Coordinación de pedidos
- Proveer un servicio al cliente óptimo
- Establecer políticas y procedimientos de servicio al cliente adecuados
- Mantener relaciones con proveedores y afiliados en línea
- Monitorear actividades de competidores y realizar investigaciones periódicas
- Estar al tanto de las tendencias e innovaciones actuales en eCommerce
- Crear y gestionar informes, analizando el rendimiento para evaluar el ROI y KPIs
- Definir e implementar estándares/procedimientos para asegurar una experiencia del cliente óptima
- Realizar encuestas para recopilar información sobre la opinión del cliente respecto a los servicios prestados
- Utilizar plataformas de redes sociales para interactuar con los clientes y resolver problemas rápidamente
- Colaborar con los departamentos de producción y creativo para asegurar la entrega de productos y servicios de alta calidad
- Realizar estudios e investigaciones para descubrir nuevas técnicas que mejoren la experiencia del cliente
- Utilizar herramientas de gestión de relaciones con clientes (CRM) para coordinar y monitorear las operaciones de experiencia del cliente
- Tareas administrativas
- Multitarea
- Embalaje y envío
- Levantamiento de hasta 10-20 lbs.
- Más de 3 años de experiencia en servicio al cliente
- Experiencia en E-Commerce
- Dominio de Microsoft Office
- Excelentes habilidades interpersonales y de comunicación
- Cómodo trabajando en un rol de alto volumen
- Capacidad demostrada para priorizar tareas y gestionar el tiempo de manera eficiente
- Conocimientos básicos de informática en diversas aplicaciones de software y web
- Tarifa horaria de $19-$20
- Descuento del 50% en productos Läderach
- Capacitación y coaching
- Programa de Asistencia al Empleado
- Descuentos y beneficios adicionales
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