Customer Care Manager

The Customer Care Manager is directly responsible for overseeing our Customer Care and order entry team. The position subject matter expert for all order processing, both manual entry and via EDI. There is close communication with both the business team and the warehouse team to ensure accurate and on-time shipments. They are responsible for overseeing order entry accuracy and communicating and resolving any issues together with the business group within established service lead times.

Salary- $25-$33

100% onsite/ Location: Carson, Ca

• The Customer Care Manager oversees the RMA team and process to both process RMAs, as well as call out trends and concerns to the product development team
• Resolve escalated product or service issues by clarifying the customer's complaint; determining the root cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution.
• Hire, train and retain the Customer Care Associates and RMA Warranty Claims Associate that will represent the Clipper culture and values.
• Responsible for the day-to-day supervision of the Customer Care team and ensures that all are providing quality work and quality communication.
• Ensure all order entries, sales orders, customer emails, and inquiries are handled with a sense of urgency by following the established procedures to ensure high levels of accuracy and service to our highly valued customers.
• Communicate with customers and business teams to reduce backorders and increase sales through alternative product selection or updates as to when product will be back in-stock
• Process, issue, and manage the daily open order report to make sure that all orders are shipping complete and on-time. Update the system as necessary to keep ship dates accurate and communicate changes with the customer and business teams.
• Manage and maintain multiple eCommerce vendor portals. Work closely with shipping/warehouse on order fulfillment, inventory integrity, and other related operational functions such as Amazon, Marketplaces, and Shopify.
• Ensure all Zendesk tickets are addressed professionally and accurately within the established timeframe.
• Partner with the EDI Support Team to address any issue that prevents a sales order from transmitting into our ERP system; ensure orders are free and clear of errors and successfully upload for processing.
• Review and confirm various web orders to ensure credit card transactions are free and clear of red flags.

Requirement:

• Prior experience with wholesale to retail order processing and knowledge of retail routing requirements
• Current understanding of e-commerce vendor or seller platforms, including Amazon, Wayfair, Overstock, etc.
• Experience managing product and business on Amazon Vendor Central and/or Seller Central
• Associates or Bachelors Degree
• Proficiency with Excel- Pivot Tables and Vlookup
• Must have experience in similar roleAbility to investigate, troubleshoot and address processing issues to streamline workload and improve efficiency

For immediate consideration please send resume

All qualified applicants will receive consideration for employment without regard torace, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.