E-Commerce Customer Service and Operations Manager

Style Crest Enterprises-posted about 1 year ago
Full-time • Mid Level
Denver, CO
Plastics and Rubber Products Manufacturing
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The E-Commerce Customer Service and Operations Manager at Style Crest is responsible for delivering exceptional customer service for the MobileHomeOutfitters.com website. This role involves managing and scaling the customer service team, ensuring efficient operations, and fostering strong relationships with key customers. The position requires strong analytical skills to report on key performance indicators (KPIs) and evaluate business performance, while also promoting a positive and proactive work environment.

  • Manage the customer service team and execute the lead customer service role.
  • Respond to incoming tickets and phone calls.
  • Grow relationships with key customers.
  • Serve as the final authority for issue escalation and resolution.
  • Develop KPIs for the Customer Service Team and ensure performance against them.
  • Provide coaching and development for customer service team members.
  • Develop and implement onboarding and training programs for new hires.
  • Improve the ticketing system to increase employee efficiency and support business unit growth.
  • Implement web chat support.
  • Effectively support both business and retail customers on the Mobile Home Outfitters website.
  • Work with internal teams to ensure on-time order fulfillment and resolve order fulfillment issues.
  • Proven working experience in an e-commerce customer service team management role.
  • Strong understanding of e-commerce business operations.
  • Excellent verbal and written communication skills.
  • Experience working with remote teams.
  • Experience in implementing efficient customer service systems and processes.
  • Strong working knowledge of Microsoft Office Applications, specifically Microsoft Excel.
  • Experience implementing customer service ticket management applications like Zendesk, Freshdesk, or Re:Amaze.
  • Experience developing and managing KPIs for customer service teams.
  • Experience in a fast-paced e-commerce environment.
  • Demonstrated ability to turn challenges into opportunities.
  • Strong relationship-building skills with remote teams.
  • Health insurance coverage.
  • Paid holidays.
  • Professional development opportunities.
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