E-Commerce Customer Service Manager - Alliance Laundry System

Overview:

The Customer Service Manager is responsible for leading and developing the customer service team to ensure exceptional customer experiences across all e-commerce platforms. This role involves overseeing daily operations, implementing strategies to improve customer satisfaction, and maintaining high service standards.

 

This position will be on-site with minimal to no travel expectations.

 

Responsibilities:

• Responsible for day-to-day order management, supplier purchasing, and call center operations supporting internal and external e-commerce customers across North America while following the Alliance Laundry Systems quality standards.
• Follows the implemented multichannel support strategies (email, web chat, phone) and assesses process improvement in relation to the immediate and long-term needs of the operation, ensuring compliance with relevant laws and regulations related to e-commerce and customer service.
• Ensures operational excellence by analyzing KPI output and proposing solutions to achieve and succeed in department goals. Create and analyze reports on team performance, customer satisfaction, and other relevant metrics.
• Organize and conduct regular team meetings and training sessions with the call center representatives, technical support, and back-office order support teams.
• Coordinates with logistics and fulfillment teams to address order-related issues, including purchasing, invoicing, returns, warranty, credits, and chargebacks associated with the e-commerce sales cycle.
• Assists with the recruiting and onboarding of new team members and evaluates and manages employee performance by providing regular feedback, coaching, and training.
• Customer support expert, serving as the escalation point of contact resolving issues and complaints. Monitor and analyze customer feedback, complaints, and service metrics to identify areas for improvement.

 

Qualifications:

Experience and Education:

• Bachelor’s degree in Business Administration, or related field, strongly preferred.
• 5+ years of work experience in leading sales functions and teams of an e-commerce, Retail, or Call Center, strongly preferred.
• Experience with multiple e-commerce platforms and technologies preferred. An equivalent combination of education, training, and experience will be considered.
• Proficiency with office software, including word processing, spreadsheets, email, and database management.
• Working knowledge of ERP system - SageX3, preferred.

Skills and Abilities:

• Quality assurance: Ability to develop and maintain high standards of service quality.
• Technical aptitude: Familiarity with e-commerce platforms, inventory management systems, and other relevant technologies.
• Conflict resolution: Expertise in mediating disputes between team members or with challenging customers. Ability to partner and form strong working relationships fostering a problem-solving approach.
• Leadership skills: demonstrates trust and respect for others, looks for ways to build positive relationships on the work team, able to communicate expectations, and coaches and develops employees for success.
• Solid organizational skills; Ability to self-manage workload and multiple projects simultaneously while managing and meeting tight deadlines. Excellent written, verbal, and communication skills; Communicate effectively and professionally across all levels of the organization and external stakeholders.
• Strong work ethic; Self-starter, demonstrating a proactive approach, self-initiative, and tenacity. Resilient; Able to confidently navigate ambiguity and change.

Standard and Physical Requirements:

• Position involves sitting for prolonged periods, standing, manual dexterity, stooping, and bending.
• Position requires the ability to lift, carry, push, and pull up to 25 lbs. rarely.

This position offers:

• Medical, vision, and dental benefits starting on the 1st of the month following start date.
• 401k match up to 6%.
• 3 weeks or 120 hours of vacation plus 11 paid holidays.
• Alliance Laundry Cares Scholarships: Six scholarships are available for the children of US-based Alliance Laundry Systems employees who are graduating high school seniors or currently enrolled at a college or university, or trade or technical school.
• Educational Assistance Program: All full-time employees are invited to take job-related classes or earn degrees.
• Employee Purchase Program: All team members can purchase one washer/dryer pair each calendar year at a discount and invite friends and family to receive 25% off.

 

For California the base compensation range for this role starts at  $70,000.00 . Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.

EEO:We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.ID:2024-4320Pos. Type:Full-Time