HarperCollins Publishers

Direct to Consumer/eCommerce Customer Service Manager

Job Locations US-TN-Nashville | US-MI-Grand Rapids
Category
Customer Service

Overview

HarperCollins Christian Publishing Logo

HCCP is committed to building a diverse and inclusive team and highly values diverse backgrounds and insights that fuel our innovation.

 

The eCommerce Customer Service Manage is the subject matter expert from a business operations and customer service perspective. The eCommerce Customer Service Manager is responsible for supporting and directly supervising the eCommerce customer service team leads and representatives.  This manager will own many aspects of support ranging from building tools and training to driving initiatives to improve day to day processes. This is a player-coach role.

Responsibilities

  • Lead eCommerce customer service team leads and representatives.
  • Serves as primary point of contact for customer service with eCommerce leadership and team.
  • Define and monitor team performance against agreed Key Performance indicators (KPI’s) and foster a continuous improvement mindset.
  • Effectively manage customer service capacity to meet the needs of the business even during peak seasons.
  • Actively champion the adoption and implementation of new initiatives that will drive the business as well as promote efficiencies.
  • Evaluate customer feedback and communicate insights to internal teams, marketing, publishers, and IT development teams to optimize the customer experience.
  • Document and maintain customer processes, workflows, and knowledge base articles.
  • Identify trends and patterns through tracking and analyzing recurring customer issues.
  • Manage daily, weekly, and monthly reports to monitor trends and identify quality issues.
  • Assist with order processing, credit application, and order completion as needed.
  • Investigate and resolve customer complaints to ensure customer satisfaction: respond appropriately and guide the complaint through established/appropriate channels.
  • Collaborate with other departments to resolve issues and stay informed of promotions, changes, etc.
  • Participate in special projects as a subject matter expert.
  • Collaborate with leadership to help build and support the team/structure/process.
  • Other duties as assigned.

Qualifications

Work Experience:

  • Minimum of 4 years of experience in online customer service or operations required.
  • 2 + years of demonstrated experience leading a team required.
  • Experience with Customer Service platforms such as CRM, eCommerce, Chat, and other new and emerging tech.
  • Experience with eCommerce site management tools such as Shopify, Magento or other eCommerce platforms preferred.
  • 3+ years prior customer service experience, required
  • Call center experience, preferred
  • Technical App Support, preferred 

Education: 

  • High School diploma required.
  • Bachelor’s degree in Business, eCommerce or related discipline preferred. 

Industry Knowledge:

  • Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors, preferred

HarperCollins Christian Publishing is an Equal Opportunity Employer

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