We're looking for an Ecommerce Customer Service Supervisor to lead our team of Ecommerce customer service representatives by assisting customers placing online orders through inbound calls, outbound calls, and email correspondence. Do you have excellent communications skills, patience, and problem solving skills? This may be the perfect job for you! This is an on-site position based in Los Angeles, CA.
The ideal candidate for this job is engaging, client-centric, focused on finding solutions, and committed to providing A+ customer service.
Job Responsibilities Include:
Managing a team of Ecommerce customer service representatives
Handling escalated issues, customer concerns, and proactively thinking of ways to improve our customers' online experience
Respond, answer, and resolve any customer inquiries and concerns
Communicate with customers who are experiencing various issues through emails, phone calls, and live chat
Help maintain the flow of online merchandise, including home and accessories products
Develop and maintain a strong knowledge of our clothing and other products, as well as our current promotions
Help receive and prepare incoming ecommerce merchandise so that it is shipment-ready for our customers
Provide product detail to our Ecommerce team to help improve online product descriptions
Assist in managing the inventory for our growing Accessories and Home Goods categories
Document product defects and provide detailed feedback to Shipping and Buying departments
Communicate clearly with all departments in writing and/or verbally regarding defective and unacceptable merchandise
Offer suggestions as needed to improve team processes or efficiencies
Respond promptly and accurately to customer inquiries and requests
Assist customers with placing, tracking and returning orders
Work with Ecommerce team on related initiatives and activities as needed
Candidate Requirements:
High school diploma / GED
Experience working with Shopify Plus, AirCall, Giorgias and/or similar Ecommerce platforms systems is preferred
Ability to read, write, and speak in both English and Spanish (bilingual)
Self-motivated with the ability to question and learn new tasks quickly
Ability to empathize with and prioritize customer needs
Ability to determine customer needs and provide appropriate solutions
Highly motivated, energetic and upbeat personality
Microsoft Office Knowledge - Outlook, Excel, and Word
Ability to work independently and with a team
Benefits:
401k plan with partial company match.
Comprehensive healthcare, dental, and vision plan.
Clothing discount.
Voluntary life insurance, as well as short-term and long-term disability policies.
Voluntary free annual biometric health test.
Early access to company sample sales.
Company-sponsored Wellness program.
Access to free monthly health & mindfulness webinars.
Seasonal monetary awards for participation in company Fitness Challenges.
Partial healthcare-subsidized fitness membership to 10,000 gym locations across the country.
Company-subsidized discounts to theme parks & local attractions, including Disneyland, Knotts Berry Farm, Universal Studios, Legoland, Six Flags, Sea World, and Southern California sports teams; discounts to brands including Vitamix, Sonos, and others.