E-Commerce Manager

E-Commerce Manager

Company Overview

Fitz's Fish Ponds is a distinguished company known for designing, constructing, and maintaining outstanding ponds, waterfalls, and other water features. We believe that each water feature should be unique and welcome creative concepts. Our teams are made up of talented and creative individuals, and as our company expands, we are constantly seeking to welcome more members to our team!

Position Summary

As an E-Commerce Manager, you play a critical role in the management of daily operations of our online stores. Responsibilities include, but are not limited to, ensuring the seamless processing of online orders, delivering exceptional customer service, and maintaining our e-commerce platforms to provide an outstanding shopping experience. This position calls for a proactive individual with strong communication skills, technical proficiency, highly organized, detail-driven and a customer-centric attitude.

Responsibilities

• Oversee and manage online orders to guarantee timely processing, fulfillment, and shipping.
• Monitor pending orders to prevent delays or losses, addressing any issues that arise promptly.
• Collaborate with warehouse and shipping teams to ensure accurate and efficient deliveries.
• Partner with retail store managers to facilitate in-store pickup orders.
• Respond to customer inquiries via phone, email, and live chat with a friendly and professional attitude; Maintain an excellent phone presence, ensuring calls are handled professionally and efficiently.
• Manage the live chat feature on the website, addressing customer concerns, offering product information, and guiding them through the purchasing process.
• Resolve order-related issues such as returns, refunds, and exchanges while ensuring high customer satisfaction.
• Update product listings, including descriptions, pricing, images, and inventory levels.
• Monitor website performance and functionality, reporting any technical issues to the appropriate teams.
• Ensure that product information is accurate, current, and optimized for both customer experience and SEO.
• Collaborate with marketing and sales teams to execute promotional campaigns, discounts, and special offers.
• Analyze e-commerce performance metrics and provide insights to enhance sales and customer engagement.
• Stay informed about e-commerce trends and technologies to recommend improvements to the platform and processes.
• Perform any other duties and responsibilities as needed.

Qualifications

• 3 years of proven experience in E-Commerce Management and Operations; Spearheading management of online store(s)
• 3 years of proven experience in E-Commerce platforms (i.e., BigCommerce, Shopify, Magento, WooCommerce, etc.) and Order Management System(s)
• 2 years of experience in Online Sales Conversion(s) - Preferred
• 2 years of experience in Online Store Live Chat Support
• 2 years of experience or knowledge in SEO and Digital Marketing Strategies - a plus!
• Exceptional organizational skills and attention to detail
• Strong Customer Service skills with ability to manage complex inquiries
• Excellent communication skills, both written and verbal, with professional phone manner
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Results-driven, meeting weekly KPI/Metrics, demonstrating a solid history of meeting deadlines.
• Ability to work cross functionally with other departments and managers on various tasks to achieve organizational goals.
• Consistently demonstrating strong communication and interpersonal skills
• Bilingual (Spanish) ability - a plus!
• High School Diploma or GED equivalent - Required

Position Salary

Full-Time | $70k - $90k/annual salary

Benefits

• 401k and company match
• Dental Insurance
• Medical Insurance
• Vision Insurance
• Employee company discount
• High-growth and promotion opportunities!

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