Customer Service Manager

JOB DESCRIPTION

Position / Title: Customer Service Lead

Reports To: Director of Marketing or Director or Operations

Work Location: Northvale, NJ

Summary

We are looking for a Customer Service Manager who is digitally driven, customer focused and can work well with a hybrid Customer Service Team. Located in Northvale, NJ, the Customer Service Manager will be responsible for overseeing the Customer Service department across all locations including, Northvale, NJ, Syracuse, NY and Melville, NY.

The ideal candidate will have a strong digital/E Commerce background with a data driven mindset. Candidate will need to have a great understanding of the customer journey, extensive experience in customer service and possess excellent phone, email, and typing skills.

Responsibilities / Duties

• Assisting customers via phone, email and chat regarding placing orders, order confirmation, product/promotion questions, shipping status, returns, etc. with the goal of increasing business, customer satisfaction and retention.
• Works closely with manager to improve customer service-related operations.
• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
• Create better modes of operations to make customer service easier for both team members and customers.
• Analyze statistics and compile accurate reports.
• Assist with warehouse fulfillment center to ensure smooth order process.
• Work with Manager in creating better tools for communicating site issues and customer experiences to our development team for immediate attention.
• Make provision for a change of mode of operation when the existing one isn’t yielding maximum results.
• Give detailed statistical feedback on performance of team members to the management for staff and department evaluation and reward purposes.
• Step in to attend to customers that are proving difficult to team members and resolve their complaints.
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards.
• Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
• Partner with IT department to implement ZENDESK.

Required

• Showcase good leadership skills to carry team members along.
• Excellent skills for communicating and relating with both staff members and customers.
• Able to effectively communicate with all levels of staff and management.
• Ability to multitask.
• Have good temperate to handle disputes and emergencies.
• Must be result oriented.

Education, Experience, and Licensing Requirements

• 1-2 years of E Commerce Customer Service experience preferred.
• High School Diploma required.
• Bachelor’s degree preferred.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location