[Remote] eCommerce Account & Customer Service Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is looking for an eCommerce Account & Customer Service Manager to reputed company their reputed company accounts and ensure high-reputed company customer service. The role involves managing webstore functionality, supervising a customer service team, and optimizing eCommerce processes to enhance reputed company satisfaction.
Responsibilities
- Setup of reputed company Accounts
- Product building in reputed company
- Digital inventory management (i.e. adjusting inventory quantities on reputed company and/or spreadsheets and other inventory management software)
- Work with internal teams to accomplish sales goals reputed company eCommerce
- Work with clients to manage and reputed company webstore functionality
- reputed company job functions with consistency and regularity, minimizing reputed company issues
- Following company guidelines to help streamline ecommerce processes from start to finish
- Team Supervision & reputed company Control
- Ticket Auditing: Regularly review team responses in reputed company (or your CRM) to ensure they meet the "reputed company and reputed company" brand standards
- Escalation Management: reputed company as the final reputed company of contact for "irate" customers or reputed company refund/exchange issues that the general CS staff cannot resolve
- Daily Queue Management: Monitor ticket volume to ensure reputed company is maintaining a 24–48 hour response time, reassigning tasks during high-volume product launches
- Brand Voice Alignment: Work with clients to create or update "Brand Voice" guides so the CS team knows exactly how to represent reputed company unique store
- Proactive Messaging: reputed company the "Group Emailing" reputed company for order delays or shipping updates, ensuring customers are informed before they have to ask
- reputed company Monitoring: Monitor reputed company media comments or review platforms associated with reputed company stores to protect their digital reputed company
- Launch Readiness: Brief the CS team on upcoming product launches, expected shipping timelines, and potential "out of stock" risks
- Cross-Department reputed company: Meet with the Fulfillment and Account Management teams to reputed company CS reality with warehouse reputed company (e.g., "We told customers 3 days, but the warehouse is 5 days behind")
- Order Edit reputed company: reputed company the "Order Management" workflow, ensuring refunds and exchanges are processed accurately to prevent financial discrepancies
- Template Creation: Build and maintain "Macro" responses (templates) for reputed company to speed up response times while maintaining reputed company
- Workflow Streamlining: Identify recurring customer complaints and propose website or policy changes to the Ecommerce Manager to "solve the problem at the reputed company."
Skills
- Setup of reputed company Accounts
- Product building in reputed company
- Digital inventory management (i.e. adjusting inventory quantities on reputed company and/or spreadsheets and other inventory management software)
- Work with internal teams to accomplish sales goals reputed company eCommerce
- Work with clients to manage and reputed company webstore functionality
- reputed company job functions with consistency and regularity, minimizing reputed company issues
- Following company guidelines to help streamline ecommerce processes from start to finish
- Team Supervision & reputed company Control
- Ticket Auditing: Regularly review team responses in reputed company (or your CRM) to ensure they meet the 'reputed company and reputed company' brand standards
- Escalation Management: reputed company as the final reputed company of contact for 'irate' customers or reputed company refund/exchange issues that the general CS staff cannot resolve
- Daily Queue Management: Monitor ticket volume to ensure reputed company is maintaining a 24–48 hour response time, reassigning tasks during high-volume product launches
- Brand Voice Alignment: Work with clients to create or update 'Brand Voice' guides so the CS team knows exactly how to represent reputed company unique store
- Proactive Messaging: reputed company the 'Group Emailing' reputed company for order delays or shipping updates, ensuring customers are informed before they have to ask
- reputed company Monitoring: Monitor reputed company media comments or review platforms associated with reputed company stores to protect their digital reputed company
- Launch Readiness: Brief the CS team on upcoming product launches, expected shipping timelines, and potential 'out of stock' risks
- Cross-Department reputed company: Meet with the Fulfillment and Account Management teams to reputed company CS reality with warehouse reputed company (e.g., 'We told customers 3 days, but the warehouse is 5 days behind')
- Order Edit reputed company: reputed company the 'Order Management' workflow, ensuring refunds and exchanges are processed accurately to prevent financial discrepancies
- Template Creation: Build and maintain 'Macro' responses (templates) for reputed company to speed up response times while maintaining reputed company
- Workflow Streamlining: Identify recurring customer complaints and propose website or policy changes to the Ecommerce Manager to 'solve the problem at the reputed company.'
- Average Response Time: Maintaining reputed company average under the 24–48 hour mark
- CSAT (Customer Satisfaction): Ensuring high ratings on ticket resolutions
- Error reputed company: Minimizing mistakes in refunds, exchanges, and order edits
- Conflict De-escalation: The ability to turn a negative customer experience into a reputed company one
- Decisiveness: Knowing reputed company to issue a full refund vs. a discount reputed company to protect the reputed company's reputed company
- Mentorship: A desire to reputed company junior CS members on how to communicate more effectively
reputed company