Smarter Nutrition is seeking a Customer Service Manager for the Call Center who has an e-commerce background. The goal of the Customer Service Manager is to continually manage and improve the customer service experience from initial brand perception to post-purchase follow through. Customer Service Manager is responsible for managing Sales and Support. Sales agents engage customers online through website chat, facebook, email, phone, and other eCommerce platforms. Sales agents will need to be continually audited, trained, and challenged to maintain brand integrity and consistency. Support agents field customer inquiries, complaints, and order status questions to provide a prompt and courteous resolution.
Smarter Nutrition seeks to educate customers on our product formulas. Continual product training and education will be important. This will include online research to look for published studies and articles to equip the Customer Service team.
The Customer Service Manager will be responsible for creating / maintaining procedures that have trackable metrics such as phone pickup rate, response times, and be able to track the volume of inquiries against the revenue generated.
Finally, Customer Service Manager will be working closely with the marketing department to implement and manage customer service loyalty programs and discounts.
Minimum 3 years experience as a Customer Service Manager for an eCommerce-related (B2C) business, preferably in the dietary supplements industry. Advanced computer skills are important in order to use web tools, reporting features, creating scripts, product research, etc. Must be proficient in PC, MS office, and a Customer Service Manager. Must be hands-on and willing to engage with customers as well.
- Medical & Dental (HMO & PPO)
- Vacation Days
- Sick Time
- Paid Holidays
Smarter Nutrition is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. Smarter Nutrition takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans.
This is a management position
This is a full time position
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