Customer Service Manager

Requirements and Responsibilities:

• Deliver the best customer service experience for e-commerce customers and consumers.
• Process, assist, research, and resolve online customers requests and/or problems in a prompt and professional manner via email or phone call.
• Relentless focus on the customer and their experience; constantly identify and communicate opportunities and solutions to improve their experience
• Find solutions that benefit both the customer and the company.
• Demonstrate creative problem-solving for complaints or other opportunities.
• Maintain knowledge of products and their applications.
• Review daily and weekly reports to make recommendations to improve productivity and efficiency.
• Track and budget necessary actions and results, e.g., returns, replacements, etc.
• Carry out supervisory responsibilities by company policies, procedures, and applicable laws.
• Assist with hiring, interviewing, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Work side by side with the Customer Service team performing a variety of daily tasks to ensure maximum performance
• Work closely and collaboratively with managers in other departments, such as Shipping, IT, and Billing to implement more efficient processes.
• Develop and continuously update training manuals.

Competencies:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.