Administrative Assistant I

As the eCommerce Customer Service Manager, you will play a key role in ensuring our customers have a positive and memorable experience. You will lead and develop a team of Customer Service and Order Management Representatives while fostering a collaborative and positive work environment. You will also be responsible for developing and implementing strategies to improve our customer service processes and ensure we meet all order management needs.

Responsibilities:

Team Leadership & Culture:

• Recruit, hire, train, and develop a high-performing team.
• Coach and mentor team members to provide exceptional customer service.
• Foster a positive and collaborative work environment with high morale.
• Motivate and empower your team to achieve departmental goals and OKRs.
• Address and resolve employee performance issues through regular 1:1’s and bi-annual performance reviews.
• Assess team members’ strengths and growth goals and create action plans to achieve those.

Customer Service:

• Develop and implement strategies to continuously improve customer service and order management processes.
• Oversee timely and accurate resolution of customer inquiries and complaints.
• Analyze customer feedback to identify trends and areas for improvement.
• Ensure that all processes, procedures and SOP’s are up to date and available to all team members.

Ecommerce & Order Management:

• Stay up-to-date on e-commerce best practices and customer service trends.
• Ensure efficient and accurate order processing and fulfillment processes and make changes where necessary.
• Work closely with other departments (sales, technical, HR, etc.) to ensure collaboration and achievement of company goals.
• Analyze customer service data to identify opportunities for improvement

Qualifications:

• Minimum 3-5 years of experience in a team leadership role (customer service, operations, order management).
• Proven track record of building and leading high-performing customer service teams.
• Hands-on experience in a high-volume, fast-paced environment
• In-depth knowledge of e-commerce best practices and order management processes.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple tasks effectively.
• Proficiency in Microsoft Office Suite and customer service software.