eCommerce Customer Support Manager manages a team of service representatives that respond to customer inquiries via live chat. Ensures that service standards are established and attained. Being a eCommerce Customer Support Manager responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, eCommerce Customer Support Manager coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The eCommerce Customer Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a eCommerce Customer Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Title: E-Commerce Customer Support Specialist
Department: SIM Supply
Status: Full Time/ Non – Exempt
Reports To: Director of Customer Experience
Location: Burnsville, MN
The E-Commerce Customer Support Specialist is an exciting opportunity to join SIM Supply, a rapidly growing division of Innovative Office Solutions. Are you someone with a customer-first approach who’s interested in growing with our company?
At SIM Supply, our customers purchase online through our website, or via online marketplaces such as Amazon, Walmart, eBay and more. We’re looking to add to our team of professionals who ensure those buying experiences are seamless, and to step in as problem solvers when things don’t go as planned. This team differentiates SIM Supply by bringing the human touch to the online buying experience.
This position does require some occasional weekend work that is scheduled well in advance.
As an E-Commerce Customer Support Specialists, some of the daily tasks will include:
We’re looking for enthusiastic/energetic people to help us grow and have some fun while we do it. There is never a dull moment at Innovative/SIM Supply where we work as a team to learn, teach, and grow together. We want to invest in your future and provide you with a nurturing environment to be successful.
What you’ll bring to the table:
Equal Employment Opportunity 9.2023
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