Open Positions

Customer Service Manager - Ecommerce

Location: Brooklyn, NY
Date Posted: 11-07-2018
Our client a small, Brooklyn based, rapidly growing, Ecommerce provider of home goods and home products is seeking a Customer Service Manager to lead their team of 6-7 customer service reps as they continue to expand and build on their excellent reputation.

Some background in customer service and management experience is required for this role.

You will have the opportunity to mentor a high potential group of employees and implement best practices and solutions within the group.

Responsibilities:
  • Delegate tasks and optimize the team’s coverage and schedule to best serve our customers.
  • Establish and maintain systems and processes that maintain high customer satisfaction.
  • Continuously improve processes to enhance the customer experience while optimizing for greater efficiency. 
  • Serve customers through multiple channels to include phone, email, reviews, and chat.
  • Serve as liaison with the warehouse for order resolution.
  • Be part of the team, leading by example and respond to escalated calls and inquiries.
  • Train new employees on customer care processes.
  • Report on trends regarding returns, customer feedback and website bugs. 
  • Develop exceptional knowledge regarding our products in order to better serve our customers.

Requirements:
  • You should have an enthusiastic approach to customer service; a love for helping others and exceeding customers’ expectations!!
  • You need NOT have experience leading a customer service team - but you should have some office management or team management experience and strong exposure to customer service.  
  • Very strong typing, data entry and email skills, as well as proficiency with Excel.
  • Ability to diffuse potential problems and turn them into opportunities.
  • Ability to identify and creatively solve problems efficiently and quickly.
  • Ability to make decisions based on guidelines and legal requirements.

 
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