E-Commerce Customer Service Manager

cpg.io eCommerce Distributors
Addison, IL Full Time
POSTED ON 4/25/2023 CLOSED ON 12/19/2023

Job Posting for E-Commerce Customer Service Manager at cpg.io eCommerce Distributors

About the Role:

The Customer Service Manager is responsible for overseeing the customer service department of CPGIO and ensuring that customers receive timely and efficient support across multiple channels. The primary goal is to ensure that customers are satisfied with the company's products and services and that their concerns are addressed in a timely and effective manner.

Candidate Description:

A customer service manager is responsible for managing the customer service team and ensuring that customer inquiries and issues are resolved effectively and efficiently.

Duties and Responsibilities:

  • Develop training programs and conduct regular performance evaluations to ensure that representatives are meeting performance standards.
  • Managing the day-to-day operations of the customer service department across multiple channels, including email, chat, social media, and phone.
  • Assisting with managing accounts receivable and accounts payable functions ensuring that invoices are accurate and payments are received and processed in a timely manner.
  • Overseeing customer interactions, managing workflows, and ensuring that customer issues are resolved promptly and efficiently.
  • Responsible for developing e-commerce customer service policies and procedures. Also, working with other departments to develop and implement policies that address customer needs and concerns specific to e-commerce.
  • Analyzing e-commerce customer service data to identify trends and areas for improvement.
  • Develop strategies to improve e-commerce customer service operations and enhance the customer experience.
  • Resolving complex e-commerce customer issues or escalating them to senior management for resolution.
  • Collaborating other departments, such as marketing, sales, and product development, to ensure that customer needs are met and that customer feedback is incorporated into e-commerce product and service development.
  • Assist with the budgeting and forecasting process, working closely with other departments to ensure accurate financial projects.
  • Comply with all applicable laws and regulations specific to e-commerce, such as GDPR, Consumer protection act.

Qualifications and Experience:

  • Handling customer inquiries, complaints, and resolving issues to ensure customer satisfaction.
  • Knowledge of order management systems, payment processing, shipping, and other relevant eCommerce systems.
  • Experience in managing a team, delegating tasks, providing guidance, and resolving conflicts.
  • Strong written and verbal communication skills effectively and professionally with customers, team members, and other stakeholders.
  • Strong analytical skills to access data and customer feedback to identify areas for improvement and make data-driven decisions.
  • Handling multiple tasks and prioritizing effectively.
  • Time management is effective and ensures that customer inquiries are addressed promptly.
  • Ability to adapt to changes and quickly develop solutions to new challenges.
  • A good understanding of the technical aspects of eCommerce platforms, including software and hardware systems, as well as customer service software and tools.

WHAT WE OFFER

We offer a fun and family-filled company culture. We promote a healthy balance between work and personal life through flexible workday scheduling. Another way we promote a healthy balance is by offering summer work hours and work from home Fridays to kick off the weekends early. At CPG.IO, your hard work will not go unnoticed, and we believe in rewarding you for it through our competitive salary, raises, and exciting corporate events.

BENEFITS:

  • $45,000K-$55,000K Bonus structure
  • Health Insurance (Medical, Dental, Vision)
  • 401(k) Match
  • Paid Holidays
  • PTO (Paid Time Off)
  • Annual Reviews
  • Work From Home Friday’s
  • Summer Office Hours
  • Employee discount on grocery supplies
  • Flexible Spending Account
  • Health Savings Account
  • On-Sight Gym with Trainer
  • Monthly Happy Hours
  • Monthly Company Events
  • Life Insurance and AD&D
  • Short & Long-Term Disability
  • Paid training
  • It’s a fun and rewarding place to work!

About CPG.IO:

We are a fast-growing eCommerce marketing and fulfillment company that offers goods and services to clients and direct to consumers. We’re focused on maintaining and building a healthy, respectful, fun, and high growth culture. Thanks for taking the time to apply.

At CPG.IO we empower our team members to grow as professionals in many ways. As a quickly growing company, we are looking for individuals that can fit the #culture and become part of our family and team.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Paid training
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Ability to commute/relocate:

  • Addison, IL 60101: Reliably commute or planning to relocate before starting work (Required)

Education:

  • High school or equivalent (Preferred)

Experience:

  • E-commerce: 2 years (Preferred)
  • Customer service: 3 years (Preferred)

Work Location: In person

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