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Client Support Manager
Fox Head
Irvine, CA, United States
Job Details - this job has expired, please see similar jobs below
Position Summary:
The Client Support Manager provides daily supervision of the client support team; leading the team to troubleshoot B2C eCommerce customer issues, and provide exceptional customer service via telephone, on-line, via chat and Social. The position will collaborate with the Digital team to provide a best-in-class consumer experience and operational excellence. The Client Support Manager will help drive brand positioning and connect consumers to the brand. Our Client Support Manager actively contributes to excellence in customer support – they are passionate about connecting customers with the right solutions. Our specialists serve as a key contact for our customers in response to inquiries, orders and any issues. This involves researching product, inventory levels, troubleshooting and resolving customer problems.
Detailed- oriented, organized candidate who coordinates with our warehouse operations, SAP IT and Marketing teams to ensure their front-line customer service team delivers knowledgeable and effective resolution of customer concerns with the goal to increase efficiency, profitability and customer satisfaction.
Essential Functions of this Role:
The essential duties and responsibilities of this position include, but are not limited to:
• Responsible for the strategic direction and day-to-day operations of the client support team to achieve aggressive sales goals and optimization of site-wide Key Performance Indicators
• Manage and train Client Support Team
• Set reasonable customer satisfaction goals and work with the team to meet them on consistent basis.
• Interact with customers, and client support team, and trouble shoot customer issues and ideally bring to a more than satisfactory resolution.
• Create and implement and maintain effective customer retention programs
Supervisory Responsibilities:
• The Client Support Manager oversees the Client Support Team.
Work Environment:
• This job operates within the corporate offices.
Physical Demands:
• Sitting for long periods of time
• Significant manual dexterity for keying in data for long periods of time
• Constantly operates a computer and other office productivity machinery
Expected Hours of Work:
• Must be available to work occasional off-hours
• Must be available during standard business hours
Travel:
• This position generally has no travel.
Required Education, Experience and Skills:
• Bachelor's degree in Business Administration, Retail Management, Ecommerce, Internet Business or a related field of study
• 8+ years’ experience in customer service-based industry.
• 5+ years of team management experience.
• Proficient in Microsoft Office
• Strategic thinker and dynamic leadership skills.
• Ability to translate skills to other employees through training and mentoring.
• Strong interpersonal and communication skills and the ability to work effectively with multiple levels of employees, including senior management.
• Ability to communicate effectively, both orally and in writing.
Preferred Education, Experience and Skills:
• Extensive eCommerce background