E-Commerce CS Manager
Job Summary
The E-Commerce Customer Service Manager oversees daily operations to ensure high customer satisfaction and efficiency. You will lead, mentor, and develop the support team while monitoring key performance indicators. The role also requires collaboration with logistics to ensure seamless order fulfillment and resolution.
Responsibilities
- Manage daily ecommerce customer service operations
- Lead and develop the customer support team
- Monitor service KPIs and reporting
- Collaborate with logistics for order fulfillment
Required Skills
- 5+ years in customer service
- 3+ years in leadership role
- Ecommerce platform expertise
- Strong analytical and reporting skills
- Conflict resolution
Job Details
Responsibilities:
- Oversee the daily operations of the ecommerce customer service team to ensure a high level of customer satisfaction and operational efficiency.
- Lead, mentor, and develop the ecommerce customer service team to deliver excellent customer support.
- Oversee customer inquiries, complaints, and escalations, ensuring timely and satisfactory resolution.
- Monitor service KPIs (response time, resolution time, customer satisfaction scores) and take corrective actions as needed.
- Collaborate with warehouse and logistics teams to ensure timely order fulfillment, delivery updates, and returns processing.
- Implement customer service strategies aligned with company goals and ecommerce best practices.
- Handle service-related reports and present performance metrics and insights to senior management.
- Manage and improve CRM systems and service platforms.
- Ensure service policies comply with company standards and local regulations.
Job Qualifications:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer service, preferably in ecommerce or retail.
- At least 3 years in a leadership or supervisory role.
- Strong knowledge of ecommerce platforms.
- Excellent communication, interpersonal, and conflict resolution skills.
- Strong analytical and reporting abilities.
- Proficient in MS Office tools and customer service software.