E-Commerce Manager at Style Crest Enterprises Inc – Englewood, Colorado

Job Description

Style Crest is currently hiring for the position of E-Commerce Customer Service and Operations Manager for our MobileHomeOutfitters.com website. This role is focused on delivering best-in-class customer service for our online retail customer base and will report to the Director of E-Commerce and Technology.

The Right Candidate

The right candidate for this role will have experience in managing and scaling efficient e-commerce customer service teams and should demonstrate strong analytical skills using tools like Microsoft Excel to report on KPIs and evaluate business unit performance.

This role is responsible for ensuring the delivery of excellent service to our customers, demonstrated by finding new business opportunities, building and growing relationships with key customers, and possessing an “ownership mentality” that seeks to add value and grow the business unit.

Lastly, the right candidate is someone who demonstrates consistent optimism, turns challenges into opportunities, and who strives to influence others with positivity.

Primary Duties and Responsibilities

• Manage the CS team and execute the lead CS role:
  • Responding to incoming tickets and phone calls
  • Growing relationships with key customers
  • Final authority for issue escalation and resolution
• Develop KPI’s for the Customer Service Team and ensure performance against them
• Provide coaching and development for CS team members
• Develop and implement onboarding and training program for new hires
• Improve ticketing system to increase employee efficiency and effectively support business unit growth
• Implement web chat support
• Effectively support both business and retail customers on the Mobile Home Outfitters website
• Work with internal teams to ensure on-time order fulfillment, resolve order fulfillment issues and ensure an excellent end-to-end customer experience

Preferred Experience/Skills:

The right candidate will possess a high level of aptitude (demonstrated by previous career experience) in the following areas:

• Proven working experience in an e-commerce customer service team management role
• Strong understanding of e-commerce business operations
• Excellent Verbal and Written Communication Skills: This role requires frequent communication with both external customers and internal team members. Excellent email and phone communication skills and etiquette are a must.
• Experience working with remote teams – we operate a network of fulfillment centers across the country. The right candidate will be experienced in communicating well and building rock-solid relationships within remote teams.
• Experience in implementing efficient customer service systems and processes to support a growing business
• Demonstrate a strong working knowledge of Microsoft Office Applications – specifically Microsoft Excel
• Experience implementing Zendesk, Freshdesk, Re:Amaze, or other customer service ticket management application
• Experience developing and managing KPI’s for customer service teams