eCommerce Customer Service Manager

$49,875 - $60,000/Yr

Associated Students Ucla - Los Angeles, CA

Part-time - Mid Level

Los Angeles, CA

About the position

Associated Students UCLA (ASUCLA) is a student-centered organization that has been providing innovative services, programs, products, and facilities for the UCLA community since its inception in 1919. The eCommerce Customer Service Manager plays a crucial role in managing all aspects of general merchandise e-commerce customer service and order communication under the direction of the eCommerce Operations Manager. This position serves as the primary point of contact for all customer service correspondence related to eCommerce sales on the UCLA Store website(s). The manager will engage with customers to resolve queries and ensure a seamless shopping experience, maintaining high standards of service and satisfaction. In this role, the eCommerce Customer Service Manager will be responsible for maintaining customer service correspondence templates and a policy database, ensuring that accurate and timely information is available to both customers and staff. The manager will lead and supervise the Pick-Up Window customer service team, which consists of student employees, addressing any staff-related issues and escalating matters to the Customer Experience Manager when necessary. Collaboration with the Customer Experience Manager, student staff, and cross-functional departments is essential to address order-related issues and provide expert guidance on customer inquiries. Additionally, the manager will proactively assess and escalate concerns regarding customer service issues and procedures to the eCommerce Manager, ensuring a consistently high-quality customer experience for all users of the site. The role may also involve providing additional e-commerce fulfillment support as needed, including handling orders, shipping, and returns. This position is vital for maintaining the operational efficiency of the eCommerce department and enhancing the overall customer experience at UCLA.

Responsibilities

• Manage all aspects of general merchandise e-commerce customer service and order communication.
• Serve as the primary point of contact for all customer service correspondence related to eCommerce sales on the UCLA Store website(s).
• Engage with customers, resolve queries, and provide a seamless shopping experience.
• Maintain customer service correspondence templates and a policy database, ensuring accurate and timely information.
• Lead and supervise the Pick-Up Window customer service team, comprised of Student Employees.
• Handle staff-related issues and escalate matters to the Customer Experience Manager when necessary.
• Collaborate with the Customer Experience Manager, Student Staff, and cross-functional departments to address order-related issues.
• Provide expert guidance on customer inquiries.
• Proactively assess and escalate concerns regarding customer service issues and procedures to the E-commerce Manager.
• Provide additional e-Commerce fulfillment support as needed: Orders, shipping, returns, etc.

Requirements

• Requires 2+ years management experience in a high volume retail environment.
• Experience must demonstrate excellent communication skills, supervision, and effective interface with diverse individuals.
• Must be PC proficient (word processing/spreadsheet, e-mail and retail systems).
• BA/BS required, or the equivalent combination of education and experience.