Customer Service Manager

job
  • Country Supplier
Job Summary
Location
Idaho Falls ,ID 83401
Job Type
Contract
Visa
Any Valid Visa
Salary
PayRate
Qualification
BCA
Experience
2Years - 10Years
Posted
05 Feb 2025
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Job Description
Responsibilities:
  • Recruit, train and manage a team of eCommerce support specialists
  • Oversee the resolution of customer inquiries and issues through multiple channels
  • Act as a point of escalation for complex or technical issues, providing guidance to support the team in troubleshooting.
  • identify opportunities to streamline support processes, implement new tools, and improve efficiency.
  • Collect and analyze customer feedback, identifying recurring issues or trends that impact the user experience
  • track and report on key performance indicators related to customer support, including ticket volume, resolution time, and customer satisfaction.
Qualifications:
  • Our eCommerce Customer Support Representative acts as a point of contact for all online customers and provides world-class customer service via phone, chat, and email. This position combines data management, reporting analysis, pricing analysis, and marketing trend analysis.
    Responsibilities:
  • The initial point of contact for Store and Online Customers via phone, chat, email.
  • Uses website admin to assist customers with order/product questions.
  • Use the Admin of the website to add notes, edit orders, and communicate with eCommerce team, order fulfillment, shipping, and logistics.
  • Become a "product expert" to be able to provide answers about products available online and in stores.
  • Track orders via UPS and USPS to provide updates to the customer.
  • Comply with all C-A-L Ranch Stores policies and procedures.
  • Assist with Online returns from customers.
  • Assist in adding products to the website via spreadsheet templates.
  • Reviews existing data, updates as necessary.
  • Assist in collecting product images for the website.
  • Create/write content as needed for products that are missing information.
  • Works with Vendors on gathering product data for website.
  • Qualifications:
  • Bachelor's degree in business, Marketing, or a related field; Experience in eCommerce or customer support management is preferred.
  • 4-6 years of experience in eCommerce customer support, with at least2 years in a supervisory or management role
  • Knowledge of eCommerce platforms (e.g. Shopify, Magento), CRM software, and customer service tools; basic troubleshooting familiarity with analytics tools are a plus.
  • Strong leadership, communication, and problem-solving abilities, with a focus on driving team success and customer satisfaction.
  • Commitment to delivery exceptional customer experiences and identifying ways to continually improve the support functio
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