eCommerce Customer Experience Lead

Summary:

The eCommerce Customer Experience Lead must be a highly motivated individual who is eager to grow a new channel of direct business with our consumer. Provides service to end users including answering questions via phone, email, and chat. Communicates with internal personnel regarding the completion of customer orders and the resolution of customer questions or problems. Supports Marketing and Sales Support staff in ensuring orders processed are completed to customers' satisfaction. The ideal candidate has a friendly demeanor, the ability to master new computer programs, can multitask and complete projects in a timely manner.

Essential Duties and Responsibilities:

• Process orders, manage inventory, create shipments, communicate with clients on the status of their orders; Provide tracking and fulfillment updates on orders that have shipped for all of our eCommerce channels daily
• Assist clients with selecting product that will meet their needs; Offer suggestions/substitutions when items are backordered
• Assist inventory management with check on availability of product, delivery, or cost
• Work with Warehouse to ensure that orders ship in a timely manner
• Answers customer service calls, questions, and complaints in a prompt manner and according to Policy and procedure
• Initiate internal communications and information related to the service of clients and the completion of their transactions
• Facilitate orders through EDI portal with SPS commerce for support of the EDI Program Manager
• Process orders and create shipments for distribution customers, direct sale customers, global and domestic
• Follow the security and other operational procedures for the computer and point of sale environment
• Maintain filing systems and organization of paperwork as needed; maintain standards for electronic documents and nomenclature
• Assist with Data entry, updates and projects for Sales, IT, Purchasing and Accounting as needed

Education, Training, Skills and Experience Requirements:

• Previous experience working in a high-volume customer service function in a retail or manufacturing environment.
• Successful execution of customer orders in an eCommerce setting
• Excellent organizational skills and communication skills.
• Intermediate knowledge of Microsoft Word and Excel
• Knowledge of Eyewear products would be helpful.

Performance Measurements:

• Customer documents, records and reports are prepared, maintained, and processed accurately and in a timely manner; less than 1% error rate and 95% of orders turned around within 2 business days
• Customer Satisfaction levels kept at set KPI levels
• Normal and expected attendance during days and hours of operation
• Department files are appropriately maintained
• Good communication and coordination with both internal and external customers
• Management is appropriately informed of area activities; issues are elevated quickly to manager for resolution
• Customer Service functions are completed in accordance with established standards, policies, and procedures

Expectations:

• Efficiently operate internet, software applications, and Microsoft Office
• Establish and maintain highly effective working relationships with Managers, staff and others encountered in the course of work
• Manage multiple and rapidly changing priorities
• Organize, set priorities and exercise sound independent judgment within areas of responsibility
• Communicate clearly and effectively orally and in writing
• Prepare clear, accurate and concise records and reports
• Maintain highly sensitive and confidential information
• Use a high degree of tact, discretion and diplomacy in dealing with sensitive situations and concerned and/or upset individuals

Benefits:

• Competitive pay
• Health, dental & vision insurance
• Matching 401(k) plan
• Generous PTO program

Schedule:

• Monday through Friday 7 am 4 pm

Experience:

• Customer Service: 2 years
• ECOMM channel management/facilitation: 2 years
• Inventory management: 2 years

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