eCommerce Customer Support Manager jobs in Sacramento, CA

www.thinkgrow.com

Our Vision at ThinkGrow is to evolve into one of the key players in the research, development and production of LED horticultural lighting throughout the world. With that, our lights are the first of its kind to provide lighting solutions with the best controllability along with TrolMaster control systems to cover each individual cultivator’s needs, from the home hobbyist to large industrial facilities. We partner with some of the largest names in the cultivation business who stand by who we are and what our products can bring to their company's vision. If you are passionate about innovation and being a part of a forward-thinking company, join us!

The DTC eCommerce Manager is responsible for eCommerce and Shopify ownership for ThinkGrow/Mango Tech direct to consumer platform. This role will lead partnership with leadership teams to elevate our products strategy via DTC eCommerce, as well as our entire assortment of apparel and variety of products. This role reports to the COO and collaborates cross-functionally with the Regional Sales Team.

DUTIES AND RESPONSIBILITIES

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service
• Ensures that appropriate actions are taken to resolve customers problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
• Set up, manage and execute all products and functions related to Shopify Storefront
• Work collaboratively with leadership to identify and implement e-commerce, cart, email funnels, and new marketing automation for new product launches, promotions, events or key retail timeframes
• Collaborate with Sales team to extend retail activation programming into DTC eCommerce channel via promotion or product assortment and all other assorted items
• Use of all necessary tools, software plug-ins and outside platforms (e.g. GPC, Fishbowl, AutoCAD, and others) to increase sales of our Shopify store and priority growth initiatives
• Manage eCommerce sales and marketing reporting and dashboards. Lead end-of-month reporting alongside Accounting lead to ensure transaction and journal entry accuracy, and constantly provide improvements based on ROI
• Shopify data insights to optimize online product assortment, pricing and drive new product procurement conversations with Supply teams
• Conduct audits of the live site to ensure all product content is updated and accurate. Enhances customer experience by optimizing homepage, site page, site search, etc.
• Performs other related duties as assigned

In addition to these duties the candidate will possess the following abilities:

• Ability to communicate complex concepts to customers
• Process-driven and having attention to detail
• Empathy for customers and diligence to resolve problems to provide customer satisfaction
• Passion for the startup experience
• Must be willing to travel to HQ’s as needed. 1 to 2 times a month
• Savvy e-commerce employee with the ability to think independently - Self-starter who takes initiative

WORK EXPERIENCE REQUIREMENTS

• Bachelor's Degree Communications, Marketing, Analytics, or equivalent required
• Dynamic, self-motivated individual with 2-4 years of relevant experience in E-commerce and website management. Shopify experience preferred
• Well-proven business judgment and decision-making skills: ability to identify, prioritize, and articulate the highest impact initiative.
• Proficient in all Microsoft office suites
• Excellent communication, organization, time management, and analytical/problem-solving skills.
• Excellent communication, organization, time management, and analytical/problem-solving skills.
• Possess strong problem-solving skills related to people and inventory
• Excellent written and verbal communication skills required
• Must have a clean MVR and process a CA Driver’s License

PHYSICAL DEMANDS/WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, an employee will be required to bend, stoop, kneel, climb 1 story of stairs, utilize step stools, and reach for parts. Employee will be required to operate hand controls, use their hands and fingers to grip with pressure, twist and while rotating or bending at the wrist, and keep their fingers or wrist in prolong positions of flexion or extension.  Sitting up to 8 hours per shift and standing may be required for long periods of time. All of these physical requirements may be repeated often, throughout the day.  Employees will be required and to demonstrate the ability to lift up to 50lbs consistently and to lift or maneuver up to 100 pounds, with assistance, if needed. Must be able to work in all weather conditions; will infrequently be required to work around disagreeable odors or fumes and outdoors in cold below 55 degrees Fahrenheit. The employee may be required to work alone, in heat over 100 degrees Fahrenheit, around moving vehicles, with step stools or ladders, dust greater than a nuisance, chemicals such as Styrofoam, glue or solvents. May be required to work weekends, any day of the week both night and day as needed. Available for after hour emergency response.

ThinkGrow is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities