About the position
Westland Distributing is seeking an E-Commerce Customer Service Manager (CSM) for our Mobile Home Outfitters brand, a pivotal role focused on delivering exceptional customer service to our online retail customers. The CSM will report directly to the Director of E-Commerce and Technology and will be responsible for managing the customer service team to support our e-commerce operations as well as future sales channels. This position is integral to ensuring that our customers receive the highest level of service while also protecting the profitability of the business unit. In this role, the CSM will collaborate with leadership to develop key performance indicators (KPIs) for the Customer Service Team and ensure that the team meets these performance metrics. The CSM will also be tasked with developing and implementing a comprehensive onboarding and training program for new customer service representatives (CSRs). A significant part of the role will involve implementing a new ticketing system designed to enhance employee efficiency and support the growth of the business unit. Additionally, the CSM will introduce web chat support and define an AI strategy for the customer service department. The CSM will take the lead role on the Customer Service Team, responding to incoming tickets and phone calls, and will be responsible for building and maintaining strong relationships with key customers. As the final authority for issue resolution, the CSM will ensure that customer service operations are conducted at the highest level while also safeguarding the profitability of the business unit. The CSM will develop methodologies to effectively support both business and retail customers on the Mobile Home Outfitters platform and will work closely with internal teams to ensure timely order fulfillment.
Responsibilities
- Manage customer service team to support Mobile Home Outfitters e-commerce and future sales channels.
- Collaborate with leadership to develop KPIs for the Customer Service Team and ensure performance against them.
- Develop and implement new hire onboarding and training program for customer service representatives (CSRs).
- Implement a new ticketing system to improve employee efficiency and support business unit growth.
- Implement web chat support for customer inquiries.
- Define and execute AI strategy for the customer service department.
- Lead the Customer Service Team in responding to incoming tickets and phone calls.
- Grow relationships with key customers and act as the final authority for issue resolution.
- Ensure the highest level of customer service while protecting business unit profitability.
- Develop methodology to effectively support both business and retail customers on the Mobile Home Outfitters platform.
- Work with internal teams to ensure on-time order fulfillment.
Requirements
- Proven working experience in a customer service team management role.
- Excellent verbal and written communication skills, with a focus on email and phone etiquette.
- Experience working with remote teams and building relationships within them.
- Experience in implementing efficient customer service systems and processes to support a growing business.
- Strong working knowledge of Microsoft Office Applications, specifically Microsoft Excel.
- Experience implementing customer service ticket management applications such as Zendesk, Freshdesk, or Re:Amaze.
- Experience developing and managing KPIs for customer service teams.
