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Job Opening details:-
Company Name :- MoreCommerce
Position Name :- Ecommerce Customer Service and Operations Manager
Company Location :- Chico, CA
Job Category : Management jobs
Full Job Description :-
***NOW OFFERING A $2,500 SIGNING BONUS***
Join MoreCommerce! We’re a fast-growing startup helping to elevate entrepreneurs by providing easy access to top-selling ecommerce platforms and millions of valuable shoppers. Guided by the belief that simple technology will fundamentally disrupt global trade, Morecommerce provides software, services, and data to enable small business entrepreneurs to achieve their dreams. Read more at try.morecommerce.com.
As Ecommerce Customer Service and Operations Manager, you will have a variety of important responsibilities, including managing our customer service team (currently a remote team of 12 agents primarily doing email support), overseeing a constantly evolving set of operational tasks related to maintaining our 3rd party distribution channel partnerships, and acting as our main customer advocate with respect to product development and other business decisions.
Most customer inquiries involve order related issues (shipping, returns, etc.), but you also must be equipped to provide guidance to shoppers on how to use our site and services effectively, troubleshoot and document technical issues and effectively manage disputes and claims across various 3rd party marketplaces.
Job Responsibilities:
Manage a remote team of 10-20 customer service agents
Set customer service goals for team members and help them reach those goals
Prioritize customer service queues to ensure SLAs are met across all selling channels
Research and escalate trending issues as appropriate
Identify effective process and/or technology based solutions to issues
Handle escalated cases, such as those which involve particularly upset customers or increased technical complexity
Oversee various manual processes which are required to ensure certain order updates flow between our system and supported selling channels
Research refunds and penalties levied by certain 3rd party distribution channels and file disputes when appropriate
Respond to comments on review sites and social media accounts
Represent the voice of the customer in cross-functional meetings
Desired Skills:
Great people skills
Excellent verbal and written communication skills
A positive attitude and willingness to go the extra mile for a customer
Willing to take initiative to complete tasks
Resilience; must be able to stay heads down and solutions oriented while working through stressful situations
Ability to troubleshoot web based software and document technical issues
Proficient at reconciling financial records and making accurate adjustments
Ability to calmly and professionally assist our most upset customers
Very strong computer skills (proficiency with Gmail, Google Sheets, Excel, Domo and Zendesk or other CRM tools preferred)
Qualifications:
Bachelor’s degree preferred
Customer service management or supervisory experience
Experience working with a high volume of email or other text based communication
Experience working with eCommerce highly desired; familiarity with Amazon, eBay, Walmart and other major marketplaces preferred
Retail experience is a plus
Job Type: Full-time
Pay: $60,000.00 – $80,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Education:
Bachelor’s (Preferred)
Experience:
Microsoft Office: 1 year (Preferred)
Sales: 1 year (Preferred)
Work Location: Multiple Locations
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