eCommerce Customer Support Manager jobs in Columbus, OH

NFI is seeking a Customer Success Manager to oversee an account management team for a new and exciting strategic initiative providing eCommerce fulfillment services to the mid-market.

The position manages merchant service coordinators who are responsible for interaction with merchants on a day-to-day basis regarding operations performance, service, and continuous improvement projects.  Works with cross-functional team to engage in high priority merchant opportunities that drive the business to the next level in achieving agreed upon profitability, service, and merchant satisfaction.  This position reports to the Senior Director, eCommerce.

Shift Available

• Monday to Friday -- 1st Shift Available.

 Essential Duties & Responsibilities:

• Manages, plans, and develops merchant service coordinators who are responsible for eCommerce client relationships
• Oversees’ key strategic merchant accounts, working directly with merchant and/or assigned merchant service coordinator to meet needs and defined success criteria
• Resolves day-to-day issues and identify proactive opportunities to drive value to clients
• Coordinates the involvement of NFI management, including sales, operations, finance and others in order to deliver expected delivery performance.  Will organize meetings and updates as appropriate
• Works with operations during any new onboarding or start up process to ensure merchant expectations are achieved
• Leads a joint company strategic account planning process that develops mutual performance and cost objectives for new business
• Creates and monitors dashboards to track performance and expenses
• Ensures detailed SOP’s are utilized and updated as required
• Establishes productive, professional relationships with personnel at assigned accounts  
• Coordinates QBRs by preparing documents and ensuring appropriate team members from NFI and merchant participate
• Communicates internal and external obstacles that is limiting growth, service, and profitability
• Defines and articulates business strategies by applying knowledge based on the eCommerce industry
• Responds to ongoing support requests from merchants and merchant service coordinators

Requirements:

• 5 to 7 years’ experience in Supply Chain Management, or customer service 
• Proven success in strategic thinking delivering internal/external results
• Strong acumen in computer software applications using MS office; Access, Excel and PowerPoint, as well as warehouse operating systems and Kronos
• Project Management skills
• Excellent oral, written, and communications skills
• Excellent presentation skills
• Must be proactive and able to work independently
• Ability to multi-task, prioritize, and manage time effectively
• Quick learner with a strong desire to work in a fast paced environment
• Ability to travel up to 25%, with extended travel for start-ups/special projects

Preferred

• Degree - BA / BS preferred

Other

• This is a client-facing position responsible for supporting cross-functional teams in support of new business growth. Demonstrated communication skills, program management/project management skills, and team facilitation skills are required. Experience facilitating workshops, team projects, and client consulting engagements is critical. 
• Preferred area: OH, IN, IL, PA

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