E-Commerce Customer Service Manager

Description

Job Summary

As the E-Commerce Customer Service Manager, you will be the heart and soul of our customer experience, leading the charge in delivering exceptional service and creating memorable experiences for our customers. In this dynamic role, you will manage our dedicated customer service team and play a pivotal role in shaping the growth and success of our company through your active participation on our management team. You will monitor the client experience and provide insights on client-to-business interactions while presenting clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives. The E-commerce Customer Service Manager will act as a liaison between our customer service, logistics, e-commerce, buying, and finance teams for the achievement of customer satisfaction, revenue generation, and long- term goals which are in line with company vision and values. 

Essential Duties & Responsibilities

Oversee customer service teams as the point of escalation for all channels (remote agents, end customers, internal teams, and vendors).

• Must be commutable/willing to travel to the Robbinsville, NJ head office and the SoHo, NY office.
• Own, update and improve the standard operating procedures and processes for the customer service teams as circumstances adjust and trends are noticed. 
• Monitor operational dashboards, analyze, and report on performance of customer service Representatives, key partners, and vendors. 
• Manage and improve customer service team through performance monitoring, problem resolution & coaching, system audits and quality assurance measures. 
• Raise concerns and defects to the appropriate internal parties swiftly and clearly.
• Collect and assess data around the history and trend of customer service escalations. 
• Responsible for tracking, analyzing, and recommending improvements to the customer journey by being innovative and a critical thinker.
• Responsible for detailing customer post purchase journey and providing ongoing testing and improvements.
• Interviews and trains employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems with staff.
• Collaborate with other departments, including buying team, marketing, finance, and operations, to resolve customer-related issues and contribute to overall company objectives.
• Order Management communication with logistics and store teams ensuring that orders being shipped out quickly and correctly. 
• Manages Fraud, Chargebacks and Claims. 
• Tracks competitive behavior and isolates business opportunities.

Requirements

Qualifications

• 2-3 years of experience managing customer service in the E-Commerce &/or digital world (fashion experience a plus).
• Salesforce Commerce Cloud experience a plus.
• B.S. or B.A degree in Business Management or related field would be a plus.
• Must have flexibility to work during peak seasons. 

Knowledge, Skills, and Abilities

• Strong interpersonal, analytical, organizational and project management skills.
• Humble, passionate, driven and a team player.
• Tech savvy interest in the web and digital world.
• Strong communication with different stakeholders (stores, management, vendors).
• Knowledge of MS Office Suite.
• Competency in budgeting, forecasting, and planning.
• Passionate about fashion and have a good understanding of fashion brands and excited for evolving e-commerce.
• Bilingual candidates are encouraged to apply. Knowing Spanish or French would be a plus.

Salary : $75,000 - $80,000