Senior Manager - Customer Experience - eCommerce

- Develops and implements policies.

- Responsible for employees- training and development.

- Partners with the management team to align customer service department policies and systems with the company's objectives.

- Oversees customer issues and ensure effective and long-term problem resolution.

- Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.

- Monitors programs and procedures to ensure on-time delivery and customer satisfaction.

- Maintains in-depth working knowledge of company systems and processes.

- Sets performance standards to meet the service goals of the company.

- Coaches Customer Service Team in order to achieve high performance.

- Structures the training agenda for department members.

- Measures Customer Service Representatives- performance and makes employment decisions.

- Provides feedback to the company regarding service failures or customer concerns.

- Provides feedback to the Operations team to ensure all customers have accurate and timely information on order status and/or changes.

- Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.

- Assists Customer Service Representatives, Reps/Dealers/Sales in troubleshooting orders that require special handling.

- Responds to customer inquiries and problem-solving in a professional and effective fashion.

- Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling.

- Performs other related duties as assigned.