POSITION SUMMARY STATEMENT
The Ecommerce Customer Service Manager is the frontline Ecommerce support for resolution of inbound customer issues relating to customers’ orders, accounts, or other aspects of the customer experience. The Ecommerce Customer Service Manager will own many aspects of customer support; from building scripts for phone/email to driving initiatives to improve day-to-day processes. This role oversees the day-to-day actions of the customer service representatives, as well as formal training sessions upon initial hire and ongoing coaching.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Lead, mentor and coach a team of customer service representatives to deliver a best-in-class customer experience
• Oversee/monitor customer service representatives’ outbound customer interactions
• Ensure all customer interactions are actioned and resolved in a timely and personal manner
• Lead daily product returns and ensure items are returned to stock in a timely manner
• Partner with warehouse/order fulfillment team for customer and fulfillment related needs
• Assist customer in buying decisions (offer upsells and presenting appropriate alternatives)
• Add value for customers by building relationships and trust through customer interactions
• Oversee on-going Clienteling via personal outreach
• Maintain an in-depth knowledge of products and sales techniques, become a product expert
• Solicit customer feedback to improve service and SJK.com shopping experience
• Identify and communicate trends/improvements which could help drive the e-Commerce business
• Troubleshoot customer problems encountered within the digital self-service experience
• Work closely with appropriate stakeholders to resolve customer-facing issues
• Prepare and report quarterly customer service analysis
• Work with Ecommerce team on related initiatives and activities as needed
• Manage all UPS claims, ensuring the team is following through from start to finish to provide a faster resolution for the client
• Work closely with retail finance to resolve any variances between Ecommerce Platform, POS System, WMS and to help win customer chargeback
• Monitor suspicious transactions and report any unusual activity to appropriate departments
• Partner with inventory control to ensure inventory accuracy online
• Process inventory adjustments in a timely manner
• Oversee and assess customer service representatives providing performance related feedback
• Investigate and provide timely solution oriented outcomes related to client concerns
• Train Customer Service representatives in areas of customer service and company policies
• Assist customer service staff with duties where required
• Strategize and monitor daily activities of customer service operations
• Performs additional duties as needed


ADDITIONAL RESPONSIBILITIES:
• Ability in applying empathy in customer contact situations while balancing corporate policy
• Demonstrates ability to consistently engage and connect with customers
• Possess strong customer service and problem-solving skills
• Demonstrates high level of quality work, attendance and appearance
• Adheres to all Company Policies & Procedures and Safety Regulations
• Adheres to local, state and federal laws
• Additional responsibilities assigned by supervisor related to your position/department
• Less than 20% travel may be required as necessary
• Ability to be flexible and willing to work extended hours including occasional weekend and holidays based on business need
• Strong sense of urgency
• Ability to think outside of the box for problem solving resolution
• Define procedures for team
• Oversee product exchanges and returns.
• Assist and resolve escalated major incidents
• Provide phone scripts and email templates for customer service representatives
• Keep abreast of all company products and services.
• Isolate and identify areas of improvement.

SUPERVISORY RESPONSIBILITIES
• This role has two Customer Service Representative direct reports

ORGANIZATIONAL RELATIONSHIPS
• Interacts with various levels throughout organization including employees and outside vendors

MINIMUM QUALIFICATIONS: The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of the position.

COMPETENCIES:
• Oral Communication
• Problem Solving
• Decision Making
• Interpersonal Skills
• Multi-tasking Skills
• Strategic Problem Solving
• Results Oriented
• Initiative
• Organization
• Adaptability
• Time Management
• Teamwork
• Proficient knowledge of customer service, and standard office practices and procedures.
• Excellent phone etiquette.
• Investigate customer's problems and find solutions.
• Proficient computer skills.
• Strong people skills.
• Outstanding communication skills, both written and verbal.


Education/Experience:
• Bachelor’s degree in related field
• Minimum of 3 years Customer Service experience, 2 years Ecommerce highly preferred
• Previous retail or call center experience
• Knowledge of order management skills beginning from placement of order to delivery
• Knowledge in Ecommerce fulfillment (process and shipping)
• Proficient with Microsoft Office programs (Outlook, Excel, Word & PowerPoint)
• Exceptional verbal, written and interposal communication skills
• Ability to successfully manage multiple tasks/projects

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.

• Required to lift, move and carry up to 25 pounds
• Ability to read, count and write to accurately complete all documentation and reports
• Must be able to see, hear and speak in order to communicate with employees and other customers
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
• Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms