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Ecommerce Customer Service Manager

*NO RECRUITERS PLEASE

*PLEASE NOTE THIS POSITION IS LOCATED IN NEW YORK, NY

 

We are looking for experienced, highly motivated, hands on Customer Service Manager to provide excellent customer service and superb follow through. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Role reports to Director of Ecommerce

Company Overview:

Established in 2005, Marc Fisher Footwear company is a leading full-service, product-driven fashion footwear company with knowledge and expertise in design, sales, sourcing, distribution and marketing – all with dedicated and strategic direction for each brand within the portfolio, which includes GUESS, G by Guess, Tommy Hilfiger, Tretorn, Kendall + Kylie, Ivanka Trump, indigo rd., Unisa, Easy Spirit, and Sigerson Morrison along with the namesake brands – Marc Fisher and Marc Fisher LTD. Our diverse portfolio of globally recognized brands – available domestically and internationally via wholesale and retail channels – consistently meets the widest range of consumers’ fashion footwear needs, from classic to contemporary, sport to dress, men’s to women’s. Headquartered in Greenwich, Connecticut, with showrooms in New York City, Marc Fisher Footwear is sold worldwide through department stores, specialty stores and e-commerce channels.

Responsibilities:

  • Work directly with off-site 3rd party customer service team
  • Improve customer service experience, create engaged customers
  • Take ownership of customers issues and follow problems through to resolution
  • Ensure off-site team is fully trained on brand merchandise and product knowledge
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Strong ability to resolve issue before escalation
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities
  • Provide weekly reporting 
  • Assess and analyze agent performance based on a systematic, performance management system that measure both metric and service standard goals

Required Qualifications:

  • Proven working experience as a customer service manager
  • Experience in providing customer service support in all aspects: Chat, email, phone and fraud analysis
  • Excellent knowledge of management methods and techniques
  • Effective decision making skills
  • Excellent written and verbal communication skills
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • 5-7 years of customer service experience
  • 3 to 5 years management experience
  • Ecommerce customer service experience mandatory

Salary:

  • $75-85k commensurate with experience
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