Company Overview:
Join our dynamic team, a leading e-commerce company specializing in aftermarket automotive parts. We operate both on our proprietary websites and through marketplaces, catering to automotive enthusiasts and professionals alike. Our commitment to quality, customer satisfaction, and innovation has fueled our rapid growth, and we’re seeking a dedicated Customer Service Manager to… ensure our customers receive unparalleled support throughout their purchasing journey.
Position Overview:
As the Customer Service Manager, you will play a pivotal role in maintaining our reputation for exceptional customer service. You will oversee a team of customer service representatives, ensuring they deliver timely and effective assistance to our customers across various channels, including email, phone, and chat. You will also collaborate closely with other departments to address customer concerns, optimize processes, and enhance the overall customer experience.
Responsibilities:
Lead and mentor a team of customer service representatives, providing guidance and support to ensure high-quality service delivery.
Develop and implement customer service policies, procedures, and standards to streamline operations and enhance efficiency.
Monitor customer inquiries and feedback across multiple channels, promptly addressing issues and resolving escalations as needed.
Manage claims, chargebacks and prevent loss
Analyze customer service metrics and KPIs to track performance, identify trends, and implement continuous improvement initiatives.
Handle complex or sensitive customer inquiries and complaints, demonstrating empathy and professionalism in every interaction.
Collaborate with the IT department to optimize customer service systems and tools, leveraging technology to enhance efficiency and scalability.
Qualifications:
Proven experience in a customer service management role, preferably within the e-commerce or automotive industry.
Managing customer service on Amazon is a must
Strong leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
Excellent communication skills, both written and verbal, with a keen attention to detail.
Proficiency in customer service software and CRM systems, with the ability to analyze data and generate actionable insights.
Strategic thinking and problem-solving abilities, with a focus on driving results and exceeding customer expectations.
Flexibility to adapt to a fast-paced, rapidly evolving environment, with the ability to multitask and prioritize competing demands effectively.
Commitment to providing exceptional customer service and a dedication to continuous improvement.
Compensation:
Based on experience & skills. Competitive pay
When Applying Please include a small summary of your Marketplace experience or background as well as customer service
