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Description:
Want to join an organization that focuses on creating a place employees LOVE to work? We are looking for humble, hungry, and smart people that fit our culture and core values who love to work with customers and employees. Enjoy a fast-paced area of a growing business, but also have work-life balance as the team works an 8:00 AM – 5:00 PM Monday – Friday schedule. E-Commerce experience is a bonus, but not required.
Want to join an organization that focuses on creating a place employees LOVE to work? We are looking for humble, hungry, and smart people that fit our culture and core values who love to work with customers and employees. Enjoy a fast-paced area of a growing business, but also have work-life balance as the team works an 8:00 AM – 5:00 PM Monday – Friday schedule. E-Commerce experience is a bonus, but not required.
CleanFreak.com, a division of Kelsan, is currently searching for an E-Commerce Customer Service Manager to join our Knoxville team. CleanFreak.com is a leading online seller of cleaning equipment in the U.S. and reaches thousands of businesses and users across the country through online marketing efforts including PPC advertising, Search Engine Optimization, E-Mail Marketing, social media, and other activities. This role leads a team of E-Commerce Support Specialists that provides a great experience for our customers through inbound phone calls and chat by training and developing our team, solving customer issues, and developing and improving our processes.
E-Commerce Customer Service Manager Responsibilities:
Lead, manage, and hold direct reports accountable for achieving departmental and individual goals.
Develop and execute the strategic plans for Customer Service through departmental meetings to achieve each area’s priorities.
Ensure incoming calls and chats are handled by team to achieve hold time goal.
Ensure Customer Service tickets are completed by team to achieve 90% of target times.
Ensure Customer Service Orders, Returns, and Warranty Issues are entered accurately and followed up on to process timely and accurately.
Develop team and processes to provide excellent customer experience and resolve customer issues including responses to social media and call escalations to improve customer experience ratings.
Collaborate with Marketing and E-Commerce Operations Teams to identify and resolve website technical, content, or customer experience issues.
Requirements:
E-Commerce Customer Service Manager Qualifications:
Bachelor’s degree or equivalent experience
3+ years’ of customer service
Excellent written and verbal communication skills
Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
Benefits:
Competitive salary
Medical, dental, vision, PTO, 401k with discretionary employer match, Health Savings Account, Flex-Spending account, life and disability insurance, wellness rewards program
Great work environment with community outreach and team building opportunities
Referral bonuses
Product offering discounts
KELSAN, INC. is an EEO/AA Employer M/F/D/V and a Tennessee Certified Drug Free Workplace.
