E-commerce Customer Service Manager

Rockstar Original, a leader in the Urban streetwear market.

At RSO, the most successful team members have a thirst and the creativity to keep us growing and

relevant! With a growing team of 200 + based in a state of the art building out of Downtown LA, we

are a dynamic team that is motivated by getting the company to the next level. our goal to hire

high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work

environment.

The Customer Service Manager oversees the daily operations of the customer service department

and its employees. Duties include hiring and training the representatives, establishing goals for

customer service employees, and resolving any customer issues or other customer service

problems that occur. This job will report directly to the VP of Operations and interact with Senior

Management.

Our website is powered by shopify and operates with gorgias and shipstation.

 

Manager Responsibilities:

• Oversees the daily workflow of the department.

• Provides constructive and timely performance evaluations.

 

Duties/Responsibilities:

• Drafts, implements, and executes policies and procedures to facilitate an outstanding customer

service experience.

• Direct a team of 5 to 8+ Customer service representatives handling emails,sms and phone

communications with clients,make sure every single inquiry is answered and handled properly and

never left unattended/unanswered.

• Make sure guidelines,shipping/returns policies are met and respected.

• Direct Weekly performance reviews and meeting with management

• Support and expand the implementation of the CRM

• Identify and recommend updates to technology, equipment, and policies that may improve

customer service and retention that are then communicated to upper management.

• Develop and implement methods to record, assess, and analyze customer feedback including NPS

scores, social media, Better Business Bureau and escalations.

• Assisting the Warehouse Manager with employee training and fulfillment of orders

 

• Responsible for the entire flow process of orders and style creation

·    Tasks range from working with the company’s carrier to managing the WMS/ERP system

 

Required Skills/Abilities:

• Excellent verbal and written communication skills.

• Excellent organizational skills and attention to detail.

• Strong analytical and problem-solving skills.

• Strong supervisory and leadership skills.

 

Experience:

• At least five years of Customer Service experience is required, with prior management experience

 

Skills:

• Proficient with Microsoft Office Suite or related software.

• 3 years of experience with Gorgias

• A minimum of 3 years of experience with Shopify

• A minimum of 3 years of experience with Shipstation

• 3-5 years of WMS/ERP experience – experience with iSync solutions highly preferred

Compensation:

Salary 75-100k

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