Job Description
Job DescriptionBenefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
We're seeking an outgoing, energetic, sharp-minded individual to supervise a small team of customer service associates. The main goal of this role is to understand every aspect of customer service in various e-commerce marketplaces as well as delegate and review the work of the customer service team. The candidate will specialize in knowing all product parts surrounding our various furniture pieces and create guidelines and standards for the customer service team. The ideal individual should be a self-starter, were building a team of talented, driven individuals to join our growing furniture company.
Supervisory Responsibilities:
- Audit phone, email, and other customer interactions, observing performance, techniques and application of guidelines and procedures.
- Train and develop Customer Service Representatives in all areas of performance including metrics and behaviors.
- Provide feedback to management.
- Complete performance reviews and assist with interviewing process for new Customer Service hires.
- Create policies, standards, and SOPs for the customer service team.
- Supervise and manage the teams quality of work.
- Make decisions based off what would benefit the customer and the company.
Customer Service Responsibilities:
- Provide customer service and maintenance to online customers via e-commerce platforms and phone calls.
- Step in as the point of contact when needed.
- Assist on returns, parts requests, damage claims and be the point of contact for all customer concerns.
- Efficiently and accurately processes customer requests, answers questions, and resolve complex issues via email, chat, and phone.
- Research and processes replacement parts.
- Look into customer order status and professionally relay information.
- Responding to and managing customer related issues.
- Handle customer complaints, provide exceptional solutions and alternatives in a timely manner.
- File damage claims with carriers.
- Performs other work-related duties as assigned.
Ideal Qualifications:
- 2+ years of experience in a leadership / supervisory role preferred.
- 3+ years customer service experience, preferably in E-Commerce.
- Understanding of E-Commerce marketplaces.
- Experience with eDesk software
- Proficient in MS Office.
- Proficient in email management.
- Detail-oriented -- quality and precision-focused.
- Excellent verbal and written communication skills.