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Ecommerce Customer Care/Call Center Manager Job
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| Employer Name: CustomerServiceCrossing |
SpiderID: 2295070 |
| Location: Portland, Oregon |
Date Posted: 6/18/2008 |
| Wage: |
Category: Customer Service/Technical Support |
| Job Code: |
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Job Description:
Essential Functions/Major Responsibilities Build and lead a world class ecommerce call center for a newly formed ecommerce business Handle all forms of incoming consumer contact, including calls and emails Impart and train a team focused on customer service Ensure that the team is taking a customer centric approach to handling issues and questions Create and distribute training materials to achieve these goals Manage large, key vendor relationships related to running a successful call center Manage phone routing system and processes Remain aware of and impart industry best practices in the Columbia call center Communicate with the Customer Service Department, sharing knowledge, resources and process on a continuous basis Build and maintain a knowledge management system and procedure for easy access to key information Handle the need for seasonal labor during peak ecommerce sales time Proactively seek out information from other departments that will increase the team’s ability to answer questions and issues in the most efficient and accurate way Utilize key contact center metrics to make business decisions; set goals and communicate those metrics regularly to key stakeholders Remain up to date on the latest features, enhancements and upgrades to the web sites Creates and maintains timelines, and ensures that projects follow their assigned schedule Support the company’s loyalty program efforts, which may include outreach to customers Maintains positive relationships with clients both inside and outside of the company Communicates requirements and project status regularly to everyone involved Creates and maintains budgets Specific Job Skills and Requirements A minimum of 7 years experience in an customer contact center management role Deep understanding of principles of amazing customer service Leadership and mentoring skills Positive, enthusiastic attitude Self directed Excellent communication skills; ability to communicate technical concepts to non-technical people Strong project management and organizational skills Experience managing vendors Experience with phone system setup and best practices Supervisory Responsibility This position will be responsible to build and manage a team of exempt employees as well as assigned vendor resources. Education and/or Experience · Bachelors degree desired · 7+ years of experience in a similar role If you’re looking to be a part of a new adventure, we want to hear from you. Apply now This job description is not meant to be an all inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. Columbia Sportswear is an equal opportunity employer.
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Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Contact Information:
| Contact Name: - |
Company Type: Employer |
| Company: CustomerServiceCrossing |
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| City: Pasadena |
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| State: California |
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| Zip: |
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Web Site: http://www.customerservicecrossing.com
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