Responsibilities

1. Recruit, train and manage a team of eCommerce support specialists

1. Oversee the resolution of customer inquiries and issues through multiple channels

1. Act as a point of escalation for complex or technical issues, providing guidance to support the team in troubleshooting.

1. identify opportunities to streamline support processes, implement new tools, and improve efficiency.

1. Collect and analyze customer feedback, identifying recurring issues or trends that impact the user experience

1. track and report on key performance indicators related to customer support, including ticket volume, resolution time, and customer satisfaction.

Qualifications

1. Our eCommerce Customer Support Representative acts as a point of contact for all online customers and provides world-class customer service via phone, chat, and email. This position combines data management, reporting analysis, pricing analysis, and marketing trend analysis.

Responsibilities

1. The initial point of contact for Store and Online Customers via phone, chat, email.

1. Uses website admin to assist customers with order/product questions.

1. Use the Admin of the website to add notes, edit orders, and communicate with eCommerce team, order fulfillment, shipping, and logistics.

1. Become a “product expert” to be able to provide answers about products available online and in stores.

1. Track orders via UPS and USPS to provide updates to the customer.

1. Comply with all C-A-L Ranch Stores policies and procedures.

1. Assist with Online returns from customers.

1. Assist in adding products to the website via spreadsheet templates.

1. Reviews existing data, updates as necessary.

1. Assist in collecting product images for the website.

1. Create/write content as needed for products that are missing information.

1. Works with Vendors on gathering product data for website.

1. Qualifications

1. Bachelor's degree in business, Marketing, or a related field; Experience in eCommerce or customer support management is preferred.

1. 4-6 years of experience in eCommerce customer support, with at least2 years in a supervisory or management role

1. Knowledge of eCommerce platforms (e.g. Shopify, Magento), CRM software, and customer service tools; basic troubleshooting familiarity with analytics tools are a plus.

1. Strong leadership, communication, and problem-solving abilities, with a focus on driving team success and customer satisfaction.

1. Commitment to delivery exceptional customer experiences and identifying ways to continually improve the support function.