Customer Service Manager

Customer Service is the heartbeat of our company. We depend on our Customer Service employees to serve our customers and fulfill our promise of reliability. As Customer Service Manager, you will be accountable for seeing to it that our employees are motivated to deliver top performance ensuring that our customers receive world-class service with every interaction.

Duties/Responsibilities:

· Act as a role model for all team members by using your calm resolve, professionalism, salesmanship and superior Customer Service skills at all times.

· Manage a team of Customer Service Representatives (CSRs) at varying skill levels and experience.

· Supervise CSRs communications with customers (calls, emails, direct messages) from seeking assistance with pre-order questions and post-order issues (e.g. returns, replacements, refunds, delivery status, back-order inquiries) and any other issues that may arise in the customer experience process.

Manage the support response process with ongoing evaluation of success metrics.

· Create new processes and procedures to streamline our customer needs. Turn customer insights into opportunities for improvements.

· Complete Customer Service reporting weekly to communicate trends, track team metrics and performance against objectives.

· Maintain a high level of product knowledge and familiarity with product offering.

· Work closely with other departments to assist the customer, resolve issues and provide feedback where applicable.

Competencies:

· Excellent planning and organizational skills that result in the optimum functioning of the department and the consistent achievement of Customer Service standards.

· Proven interpersonal and motivational ability to ensure a strong team approach and the attainment of maximum performance levels and productivity.

· Keen problem solving and conflict resolution skills along with the ability to multi-task within a fast-paced, high transaction count environment.

• Extraordinary written and verbal communication skills - the ability to craft concise and compelling messaging to internal and external customers and stakeholders.

Qualifications / Skills

· Minimum ten years' management experience in a Customer Service in an e-commerce, consumer products, or call center environment.

· Bachelor’s degree in business administration of similar field preferred.

· An excellent understanding of eCommerce business concepts, practices, and procedures.

· Extensive experience implementing and utilizing a ticketing system (e.g. Zendesk).

· Experience working with ERP systems a plus (e.g. Netsuite)

· Extensive experience utilizing a call center software (Dial Pad preferred).

· Experience with online chat Customer Service practices, experience responding to Customer Service enquiries through social media channels (e.g. Facebook Messenger).

· Professional phone / email etiquette.

· Confident, outgoing and self-motivated.

· Works well as a productive member of a team.

· Must be able to pass drug test and background screening.

· Must have legal status for full-time employment in the United States.