E-commerce Customer Service Manager

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

An E-commerce Customer Service Manager oversees the customer support operations for online retail platforms, ensuring a seamless and satisfactory shopping experience for customers. This role involves managing a team of customer service representatives, developing and implementing customer service policies, and coordinating with other departments to resolve customer issues. The manager is responsible for analyzing customer feedback, monitoring service metrics, and continuously improving service processes to enhance customer satisfaction and loyalty. By driving efficiency and effectiveness in customer support, the E-commerce Customer Service Manager plays a crucial role in sustaining the company's reputation and success in the competitive online market.

- Bachelor's degree in Business, Marketing, Communications, or related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a management role.
- Proven experience in e-commerce or online retail customer service.
- Strong leadership and team management skills.
- Excellent verbal and written communication skills.
- Proficient in using CRM software and other customer service tools.
- Ability to analyze customer service data and generate reports.
- Strong problem-solving and conflict resolution skills.
- Ability to develop and implement effective customer service policies and procedures.
- Experience in handling escalations and complex customer issues.
- Strong organizational and multitasking abilities.
- Familiarity with industry regulations and compliance requirements.
- Ability to work in a fast-paced, dynamic environment.
- Knowledge of customer service best practices and industry trends.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to work flexible hours, including weekends and holidays, if necessary.
- Detail-oriented with strong analytical skills.
- Ability to train and onboard new team members effectively.
- Demonstrated ability to improve processes and enhance customer experience.
- Strong customer-centric mindset and dedication to customer satisfaction.

- Lead and supervise the customer service team.
- Monitor and respond to customer inquiries via email, chat, and phone.
- Resolve complex customer issues and escalate when necessary.
- Develop and implement customer service policies and procedures.
- Analyze customer feedback and data to identify trends and areas for improvement.
- Collaborate with other departments to address and resolve customer service issues.
- Train and onboard new customer service representatives.
- Create and manage schedules to ensure adequate coverage.
- Conduct regular performance reviews and provide feedback to team members.
- Handle refunds, exchanges, and other customer service-related transactions.
- Maintain and update customer service documentation and resources.
- Utilize CRM and other software tools to track and manage customer interactions.
- Ensure adherence to company policies and industry regulations.
- Develop strategies to enhance the customer service experience.
- Participate in meetings to report on customer service metrics and performance.
- Identify opportunities for process improvement to optimize efficiency.
- Stay current with industry trends and best practices in customer service.
- Manage and resolve customer complaints in a timely and professional manner.
- Prepare and present regular reports on customer service operations and performance.
- Oversee the return and exchange process to ensure customer satisfaction.

The ideal candidate for the E-commerce Customer Service Manager role is a seasoned professional with a Bachelor's degree in Business, Marketing, Communications, or a related field, complemented by a minimum of five years of experience in customer service, with at least two years in a management capacity. They possess proven expertise in e-commerce or online retail customer service, showcasing strong leadership and team management skills essential for guiding a diverse team in a fast-paced environment. This candidate excels in verbal and written communication, is proficient with CRM software and various customer service tools, and has a demonstrated ability to analyze data and generate actionable reports. They are adept at resolving complex customer issues and can effectively handle escalations. With a strong problem-solving mindset, they develop and implement customer service policies and procedures that enhance customer satisfaction. Known for their organizational and multitasking abilities, the ideal candidate stays current with industry regulations and trends, ensuring compliance and best practices. They are comfortable working flexible hours, including weekends and holidays if necessary. Detail-oriented and analytical, they effectively train and onboard new team members, driving continuous improvement and innovation. Exhibiting high emotional intelligence, they possess a customer-centric attitude and are dedicated to delivering an exceptional customer experience. Their proactive, adaptable, and flexible nature, combined with strong decision-making skills and the ability to inspire and motivate their team, sets them apart as a pivotal asset to the organization.

- Lead and supervise the customer service team to ensure high-quality service.
- Monitor and respond to customer inquiries via email, chat, and phone.
- Resolve complex customer issues and escalate when necessary.
- Develop and implement customer service policies and procedures.
- Analyze customer feedback and data to identify trends and areas for improvement.
- Collaborate with other departments to address and resolve customer service issues.
- Train and onboard new customer service representatives.
- Create and manage schedules to ensure adequate coverage during peak times.
- Conduct regular performance reviews and provide feedback to team members.
- Handle refunds, exchanges, and other customer service-related transactions.
- Maintain and update customer service documentation and resources.
- Utilize CRM and other software tools to track and manage customer interactions.
- Ensure adherence to company policies and industry regulations.
- Develop strategies to enhance the customer service experience.
- Participate in meetings to report on customer service metrics and performance.
- Identify opportunities for process improvement to optimize efficiency.
- Stay current with industry trends and best practices in customer service.
- Manage and resolve customer complaints in a timely and professional manner.
- Prepare and present regular reports on customer service operations and performance.
- Oversee the return and exchange process to ensure customer satisfaction.

- Strong leadership skills
- Excellent communication abilities
- Detail-oriented mindset
- High level of organizational skills
- Ability to multitask in a fast-paced environment
- Strong problem-solving capabilities
- Customer-centric attitude
- Analytical thinking
- Conflict resolution expertise
- Proactive in identifying and addressing issues
- Adaptability and flexibility
- Team-oriented
- Strategic thinking
- High emotional intelligence
- Proven reliability and dependability
- Strong decision-making skills
- Innovative and creative
- Empathetic and compassionate
- High level of professionalism
- Strong work ethic
- Positive attitude
- Ability to inspire and motivate team members
- Commitment to continuous improvement and learning

- Competitive salary range: $70,000 - $90,000 per annum
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Flexible work hours
- Opportunities for remote work
- Professional development and training programs
- Tuition reimbursement
- Employee discounts on company products
- Wellness programs and gym memberships
- Career advancement opportunities within the company
- Collaborative and inclusive work environment
- Paid parental leave
- Life and disability insurance
- Employee assistance program (EAP)
- Performance-based bonuses and incentives
- Access to industry conferences and networking events
- Company-sponsored social events and team-building activities
- Recognition programs and awards for outstanding performance