Director of Customer Service – Ecommerce
Our client is a leading 3PL provider delivering reliable fulfillment and supply chain solutions nationwide. With the perfect mix of people, processes, and technology, our client empowers brands to make the most of their supply chain operations. They help retailers optimize their logistics spend, streamline their operations, and improve customer satisfaction via a collaborative partnership. They understand that every business is unique. That's why they offer a wide range of customization options and value-added services to meet each partner’s specific needs. Whether looking for an exceptional unboxing experience for the end consumer, managing challenging seasonality, or trying a new multi-warehousing distribution strategy, our client provides tailored solutions to elevate your logistics strategy.Director of Customer Service - Ecommerce
Our client is seeking an experienced Director of Customer Service - Ecommerce to lead their team during a period of rapid growth. This position will oversee a team of approximately 50 associates under multiple business verticals, providing customer care, various value-added services, and billing for their 300+ customers. This full-time salaried position will report to the Vice President of Operations.
Job Type: Full-time
Responsibilities:
- Build and sustain a positive workplace and motivated team in a fast-paced and demanding environment.
- Develop/Improve processes and capability to deliver a positive experience for customers and end users.
- Create and execute operating plans that meet customer expectations and maximize internal efficiencies.
- Identify and analyze customer feedback and trends to proactively address issues and improve service delivery.
- Implement and optimize customer service technologies and tools to enhance efficiency and effectiveness.
- Build and maintain strong relationships with key clients, understanding their unique needs and challenges.
- Serve as a point of escalation for complex customer issues, ensuring timely and effective resolution.
- Develop and present regular reports to senior management on customer service performance and key metrics.
- Collaborate with the training team to support evolving customer expectations and required system expertise.
- Collaborate with all other departments to address customer concerns and improve overall customer experience.
- Assist with staff recruitment and manage team performance and productivity.
- Utilize data to drive strategic decision-making and optimize customer service operations.
- Bachelor’s degree in business or related field.
- Minimum of 5+ years of experience in customer service leadership, preferably in a 3PL, e-commerce, or logistics environment.
- Experience working in a supply chain-related area is preferred.
- Ability to lead, successfully develop employees and communicate objectives.
- Excellent collaboration skills; able to effectively influence our client’s multi-functional leadership team.
- Ability to successfully drive continuous improvement to increase productivity and profitability.
- Effective in planning and organizing work activities.
- Ability to gain customers’ confidence by providing best-in-class service
- Skilled in making critical decisions with sound judgment.
- Comfortable working in a dynamic and rapidly growing environment.
- Experience with and knowledge of customer service and operational best practices.
- Strong analytical skills and proficiency in Microsoft Office tools, customer service software (i.e. Zendesk) and workforce management platforms (i.e. UKG), with a basic understanding of WMS (warehouse management systems), OMS (Order Management Systems).
This position offers a competitive base salary.
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