Director of Customer Service – Ecommerce

Director of Customer Service - Ecommerce

Our client is seeking an experienced Director of Customer Service - Ecommerce to lead their team during a period of rapid growth. This position will oversee a team of approximately 50 associates under multiple business verticals, providing customer care, various value-added services, and billing for their 300 customers. This full-time salaried position will report to the Vice President of Operations.

Job Type: Full-time

Responsibilities

• Build and sustain a positive workplace and motivated team in a fast-paced and demanding environment.
• Develop/Improve processes and capability to deliver a positive experience for customers and end users.
• Create and execute operating plans that meet customer expectations and maximize internal efficiencies.
• Identify and analyze customer feedback and trends to proactively address issues and improve service delivery.
• Implement and optimize customer service technologies and tools to enhance efficiency and effectiveness.
• Build and maintain strong relationships with key clients, understanding their unique needs and challenges.
• Serve as a point of escalation for complex customer issues, ensuring timely and effective resolution.
• Develop and present regular reports to senior management on customer service performance and key metrics.
• Collaborate with the training team to support evolving customer expectations and required system expertise.
• Collaborate with all other departments to address customer concerns and improve overall customer experience.
• Assist with staff recruitment and manage team performance and productivity.
• Utilize data to drive strategic decision-making and optimize customer service operations.
  
  

Experience:

• Bachelor’s degree in business or related field.
• Minimum of 5 years of experience in customer service leadership, preferably in a 3PL, e-commerce, or logistics environment.
• Experience working in a supply chain-related area is preferred.
• Ability to lead, successfully develop employees and communicate objectives.
• Excellent collaboration skills; able to effectively influence our client’s multi-functional leadership team.
• Ability to successfully drive continuous improvement to increase productivity and profitability.
• Effective in planning and organizing work activities.
• Ability to gain customers’ confidence by providing best-in-class service
• Skilled in making critical decisions with sound judgment.
• Comfortable working in a dynamic and rapidly growing environment.
• Experience with and knowledge of customer service and operational best practices.
• Strong analytical skills and proficiency in Microsoft Office tools, customer service software (i.e. Zendesk) and workforce management platforms (i.e. UKG), with a basic understanding of WMS (warehouse management systems), OMS (Order Management Systems).
  
  

This position offers a competitive base salary.

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