E-Commerce Customer Service Manager
United States • Vollzeit
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- Erfahrung
- 3+ Jahre
- Gehalt
- —
- Stellenangebote
- 1
- Veröffentlicht
- vor 1 Monat
- Arbeitsmodus
- Im Büro
- Wieder aufnehmen
- Bewerbung erforderlich
Stellenbeschreibung
About LindFast Solutions Group
LindFast Solutions Group is North America’s premier master distributor of fasteners, serving various brands and facilities nationwide. Our "One LSG" strategy ensures a cohesive approach to customer service by harnessing the collective strengths of our teams and operations. We are dedicated to providing exceptional customer experiences through collaboration, accountability, and strong alignment between our sales and operations departments, all supported by sustained investment and a focus on operational excellence.
About the Role
We are looking for a seasoned E-Commerce Customer Service Manager to oversee and enhance our customer support functions across all digital sales channels. This position is crucial for delivering outstanding customer experiences, refining service procedures, and guiding a high-performing support team within a dynamic e-commerce setting. Prior experience with B2B e-commerce platforms, especially OroCommerce, is highly advantageous.
Key Responsibilities
- Oversee the daily operations of customer service for e-commerce channels.
- Lead, mentor, and develop the skills of customer support team members.
- Address and resolve complex issues concerning orders, shipments, returns, and account management.
- Track and improve key customer service performance indicators, such as response and resolution times.
- Collaborate with sales, warehouse, IT, and marketing departments to elevate the overall customer journey.
- Maintain and enhance workflows within e-commerce and customer support systems.
- Provide support for CRM, ERP, and helpdesk system processes and their integrations.
- Create Standard Operating Procedures (SOPs), training materials, and performance reports.
- Identify and implement process enhancements to boost efficiency and customer satisfaction.
Qualifications
- A minimum of 3 years of experience in customer service management within an e-commerce context.
- Demonstrated experience with B2B and/or B2C e-commerce platforms.
- Experience with OroCommerce is preferred.
- A solid understanding of order management, CRM, ERP, and helpdesk systems.
- Exceptional leadership, communication, and problem-solving abilities.
- Capacity to manage multiple tasks and priorities in a fast-paced environment.
- Proficiency in data analysis and reporting.
Preferred Experience
- B2B e-commerce operations.
- Familiarity with platforms like OroCommerce, Magento, Shopify, or BigCommerce.
- Experience with customer support tools such as Zendesk, Freshdesk, Salesforce, or HubSpot.
- Skills in customer service analytics and KPI reporting.
Benefits
- A competitive salary package.
- Comprehensive health, dental, and vision insurance coverage.
- Paid time off and observance of company holidays.
- Opportunities for professional development and career advancement.
- A flexible work environment.