What are the responsibilities and job description for the Customer Service Manager position at C-A-L Ranch Stores?
Responsibilities:
- Recruit, train and manage a team of eCommerce support specialists
- Oversee the resolution of customer inquiries and issues through multiple channels
- Act as a point of escalation for complex or technical issues, providing guidance to support the team in troubleshooting.
- identify opportunities to streamline support processes, implement new tools, and improve efficiency.
- Collect and analyze customer feedback, identifying recurring issues or trends that impact the user experience
- track and report on key performance indicators related to customer support, including ticket volume, resolution time, and customer satisfaction.
Qualifications:
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Our eCommerce Customer Support Representative acts as a point of contact for all online customers and provides world-class customer service via phone, chat, and email. This position combines data management, reporting analysis, pricing analysis, and marketing trend analysis.
Responsibilities:
- The initial point of contact for Store and Online Customers via phone, chat, email.
- Uses website admin to assist customers with order/product questions.
- Use the Admin of the website to add notes, edit orders, and communicate with eCommerce team, order fulfillment, shipping, and logistics.
- Become a product expert to be able to provide answers about products available online and in stores.
- Track orders via UPS and USPS to provide updates to the customer.
- Comply with all C-A-L Ranch Stores policies and procedures.
- Assist with Online returns from customers.
- Assist in adding products to the website via spreadsheet templates.
- Reviews existing data, updates as necessary.
- Assist in collecting product images for the website.
- Create/write content as needed for products that are missing information.
- Works with Vendors on gathering product data for website.
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Qualifications:
- Bachelor's degree in business, Marketing, or a related field; Experience in eCommerce or customer support management is preferred.
- 4-6 years of experience in eCommerce customer support, with at least2 years in a supervisory or management role
- Knowledge of eCommerce platforms (e.g. Shopify, Magento), CRM software, and customer service tools; basic troubleshooting familiarity with analytics tools are a plus.
- Strong leadership, communication, and problem-solving abilities, with a focus on driving team success and customer satisfaction.
- Commitment to delivery exceptional customer experiences and identifying ways to continually improve the support functio
