Summary

This position is the liaison among Customer Service (CS), Marketing, IT and Logistics.

This role will the subject matter expert for Customer Service on upcoming NA webstore and online marketplaces.

They are responsible for training CS counterparts, raising optimization opportunities or customer facing issues with commercial, IT and Logistics teams and reporting on customer satisfaction.

Finally, this position will be partnering with CS leadership to oversee strategy, training and customer issues.

RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES

• Train Customer Service team and be primary point of contact as it relates to e-commerce webstore. This HC will partner with existing CS training lead for material development and execution.
• Take ownership of all customer e-commerce concerns, call meetings as needed to address issues with various departments and collaborate with appropriate parties for resolution, knowing when to escalate. (forecast, supply, order management, chargeback, IT) as well as the commercial aspects (assortment, price, content and advertising).
• Develop and monitor SLAs and KPIs while partnering with CS leadership to deliver best in class customer experience. Optimize customer care staffing schedules based on volume and need for e-commerce webstore.
• Manage chargeback for online marketplaces including Amazon.
• Co-manage with rest of CS team all customer inquiries and issues related to order fulfillment including order management and returns.
• Support expansion of webstore into the Americas by training colleagues in Mexico and Brazil.
• Generate e-commerce strategy as it relates to: channels to prioritize, audiences to target and size of opportunity to chase.

KEY POSITION REQUIREMENTS

Education
• Bachelor’s degree and 2 years progressively responsible, related experience OR 5+ years in a related field with progressively responsible experience.

Job Experience
• Customer Service experience in E-commerce/Internet sales setting.
• Experience working with 3PL logistic companies and Online Marketplaces preferred.
• Experience managing direct reports.
• Knowledge of e-commerce systems, content management, customer service software and best practices.
• Salesforce.com and Oracle experience is a plus.
• Operation/functional understanding of ecommerce technologies and websites.
• Hands on experience with ecommerce, top tier web ecommerce engines (i.e., ATG, IBM, GSI, and Market live).

Knowledge and Skills
• Exceptional communication skills.
• Strong project management skills and a bias for action.
• Problem solving and analytical skills.
• Great organizational and time management skills.
• Detail oriented.
• Ability to work in a dynamic environment and be results and deadline driven.
• Must be proficient in the Microsoft Office suite of products.
• Bilingual verbal and written (French and English) is an asset.

Additional Requirements (travel, etc.)
• This position may require up to 10% domestic and international travel.