Job Description

This is a remote position.

Created for women, by women, EBERJEY is a lifestyle brand devoted to creating soft, can’t-live-without-it sleepwear, loungewear and intimates. With pieces that exude love and joy, we aim to make our customers feel comfortable and beautiful from the inside out. With 4 retail locations, a strong DTC business and wholesale partners worldwide, we believe everyday should be as cozy as the next.

The ECOMMERCE CUSTOMER SERVICE MANAGER is responsible for leading the customer service team and delivering joy to every customer through frictionless interactions. This leader will be responsible for creating the processes and reporting that will be rolled out to the team.  She/he will also take the lead on all communications with the warehouse/3PL  related to order status, order issues, missing merchandise, etc.  Owns the customer service “voice” of Eberjey.  Must be an enthusiastic team player with outstanding organizational skills, time management and attention to detail. Reports to the VP of Digital & Ecommerce.

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RESPONSIBILITIES:

Create and Implement best practices across all touch-points (process, systems, CX, reporting) Define, report on and achieve customer service KPI metrics All activities center around delivering the BEST customer experience. Define rules / macros for all customer service situations and train all team members. Constantly re-evaluate all processes/SOP’s to ensure efficient operations. Lead and train team members (ongoing) Manage the customer service agency relationship Manage team schedule and coverage Plan coverage needs months in advance to be able to accurately staff up or down as needed. Operations liaison between Tech/3PL/Logistics/Returns/Ecom teams Look for efficiencies across Customer Service Department and recommend/implement changes Create / manage the information contained in Eberjey customer service manuals:

• Training manuals for Zendesk
• Training manuals for the customer service voice and appropriate responses to different situations (SOP’s)

Escalate tech & product issues immediately to the appropriate team leaders Amazon Marketplace Customer Service Portal:

• Define process and team members involved
• Manage customer inquiries in 24 hour response window
• Monitor overall performance ratings

Yotpo review comments & Social Media customer service comments:

• Determine the process and team members involved
• Ensure comments provide the same level of service and voice as every customer interaction
• Make sure comments are answered in our 24 hour turnaround window

Signifyd fraud protection:

• Determine process and team members involved
• Manage the customer service aspect of declined transactions

Phone, chat, & ticket coverage as needed Expected to be available on select weekends and holidays or as needed  

QUALIFICATIONS:

• 5+ Years of Customer Service Management (in addition to experience as a CS rep)
• Fashion brand experience preferred
• D2C experience a must
• Experienced with Zen Desk Enterprise
• Experience with Shopify and/or Magento preferred
• Expert at delivering joyful customer experiences a must
• Experience managing internal staff + outsourced Agency a plus
• Strong problem solving and analytical skills
• KPI driven
• Strong leader that is process driven and solution oriented
• Self-starter that is able to work independently and manage multiple projects simultaneously
• Works well under pressure

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