Ecommerce Customer Service & Call Center Manager

We are seeking an experienced, highly motivated, hands on E-Commerce 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.

This opportunity reports to the Director of Ecommerce and based out of our Midtown, Manhattan office.

Responsibilities

Work directly with off-site 3rd party customer service teamImprove customer service experience, create engaged customersTake ownership of customers issues and follow problems through to resolutionEnsure off-site team is fully trained on brand merchandise and product knowledgeSet a clear mission and deploy strategies focused towards that missionDevelop service procedures, policies and standardsStrong ability to resolve issue before escalationKeep accurate records and document customer service actions and discussionsAnalyze statistics and compile accurate reportsDevelop customer service agents and nurture an environment where they can excel through encouragement and empowermentKeep ahead of industry’s developments and apply best practices to areas of improvementControl resources and utilize assets to achieve qualitative and quantitative targetsMaintain an orderly workflow according to prioritiesProvide weekly reportingAssess and analyze agent performance based on a systematic, performance management system that measure both metric and service standard goals

Qualifications

Proven working experience as a customer service manager in the ecommerce field5-7 years of customer service experience3 to 5 years management experienceExperience in providing customer service support in all aspects: Chat, email, phone and fraud analysisExcellent knowledge of management methods and techniquesEffective decision-making skills, multi-tasking, advanced troubleshooting, and written + verbal communication skillsWorking knowledge of customer service software, databases and toolsAwareness of industry’s latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsEcommerce customer service experience mandatory

Benefits Include

Comprehensive Medical, Dental & Vision offerings401k Plan with company match15+ Paid HolidaysSummer Fridays15 PTO daysCompany paid life insurance at 2x salaryEmployee DiscountCommuter & Medical/Dependent Flex Spending BenefitsPet InsuranceSalary range $65-80,000, varies based on experience level and background

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, Nine West, Tommy Hilfiger, Earth, Calvin Klein, Hunter Boots, Rockport, Bandolino, indigo rd., Unisa, and Easy Spirit 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.

Marc Fisher Footwear is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with a disability. EEO Employer/Vet/Disabled.