eCommerce Account & Customer Service Manager

Apply Description Essential Duties and Responsibilities (Account Manager): Setup of Shopify Accounts Product building in Shopify Digital inventory management (i.e. adjusting inventory quantities on Shopify and/or spreadsheets and other inventory management software) Work with internal teams to accomplish sales goals via eCommerce Work with clients to manage and upkeep webstore functionality Perform job functions with consistency and regularity, minimizing quality issues. Following company guidelines to help streamline ecommerce processes from start to finish Essential Duties and Responsibilities (Customer Service Manager): Team Supervision & Quality Control Ticket Auditing: Regularly review team responses in Zendesk (or your CRM) to ensure they meet the "kind and professional" brand standards. Escalation Management: Act as the final point of contact for "irate" customers or complex refund/exchange issues that the general CS staff cannot resolve. Daily Queue Management: Monitor ticket volume to ensure the team is maintaining a 24–48 hour response time, reassigning tasks during high-volume product launches. 2. Strategic Communication & Client Health Brand Voice Alignment: Work with clients to create or update "Brand Voice" guides so the CS team knows exactly how to represent each unique store. Proactive Messaging: Lead the "Group Emailing" strategy for order delays or shipping updates, ensuring customers are informed before they have to ask. Reputation Monitoring: Monitor social media comments or review platforms associated with client stores to protect their digital reputation. 3. Operational Coordination Launch Readiness: Brief the CS team on upcoming product launches, expected shipping timelines, and potential "out of stock" risks. Cross-Department Liaison: Meet with the Fulfillment and Account Management teams to align CS reality with warehouse capacity (e.g., "We told customers 3 days, but the warehouse is 5 days behind"). Order Edit Oversight: Oversee the "Order Management" workflow, ensuring refunds and exchanges are processed accurately to prevent financial discrepancies. 4. Process Optimization (The "SOP" Builder) Template Creation: Build and maintain "Macro" responses (templates) for the team to speed up response times while maintaining quality. Workflow Streamlining: Identify recurring customer complaints and propose website or policy changes to the Ecommerce Manager to "solve the problem at the root." Requirements Key Performance Indicators (KPIs) Average Response Time: Maintaining the team average under the 24–48 hour mark. CSAT (Customer Satisfaction): Ensuring high ratings on ticket resolutions. Error Rate: Minimizing mistakes in refunds, exchanges, and order edits. Essential Soft Skills for the Lead Conflict De-escalation: The ability to turn a negative customer experience into a positive one. Decisiveness: Knowing when to issue a full refund vs. a discount code to protect the client’s bottom line. Mentorship: A desire to coach junior CS members on how to communicate more effectively.