Customer Service Manager

Description

Key Responsibilities

• Leadership in Customer Service Excellence:

• Inspire the team to provide exceptional support across email, phone, text, and live chat.

• Cultivate a customer-centric approach within the e-commerce framework, ensuring all customer interactions and transactions are handled with the highest level of service.

• Address complex customer inquiries, concerns, and feedback with empathy and efficiency, particularly understanding the unique needs of mothers.

• Implement strategies to maintain a well-organized and efficient operation, enhancing the customer shopping experience.

• Implement systems and processes to monitor and enhance customer satisfaction, addressing inquiries, concerns, and feedback promptly and effectively.

• Develop and maintain comprehensive FAQs and support documentation to assist customers in self-service, reducing the need for direct contact while ensuring information is easily accessible.

• Operational Management:

• Ensure accurate inventory levels across all platforms, coordinating with supply chain and logistics teams to manage stock effectively.

• Oversee the accurate and timely dispatch of online orders, coordinating with warehouses across different time zones to ensure smooth and reliable delivery processes.

• Liaise with carriers such as UPS, FedEx, and Amazon to manage shipping, tracking, and returns, ensuring customer satisfaction and process efficiency.

• Assist with the management of affiliates and influencers, ensuring their needs are met as both promoters and customers of Sleepyhead.

• Develop and maintain administrative protocols to support operations and customer service excellence, adapting to challenges without compromise.

• Team Development and Support:

• Foster a collaborative and supportive team environment, encouraging continuous learning and adaptation.

• Provide training and development opportunities for team members, focusing on the unique aspects of serving our target demographic, handling logistical challenges, and managing relationships with affiliates and influencers.

Qualifications

• Proven experience in customer service management, preferably in e-commerce or retail environments catering to families and mothers.

• Exceptional communication and interpersonal skills, with the ability to empathize and connect with customers.

• Strong leadership qualities, with a track record of managing and inspiring teams.

• Proficient in using customer service platforms such as Zendesk, Shopify, and Amazon.

• Experience in coordinating with international warehouses and dealing with major carriers.

• High attention to detail and the ability to thrive under pressure, managing tasks efficiently without giving in.

• Flexibility in scheduling, including availability for weekend hours, particularly during the peak summer season.

To Be Successful, You Will Be:

• A dynamic leader, passionate about delivering exceptional customer experiences.

• Committed to learning and adapting to meet the evolving needs of families.

• A strong advocate for both customers and team members, driving positive change and innovation, especially in high-pressure situations.

Requirements e-Commerce, Customer Service, Customer service software, Direct Supervision, Google Docs

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