eCommerce Account & Customer Service Manager

SomethingInked is looking for an eCommerce Account & Customer Service Manager to oversee their Shopify accounts and ensure high-quality customer service. The role involves managing webstore functionality, supervising a customer service team, and optimizing eCommerce processes to enhance client satisfaction.

Responsibilities:

• Setup of Shopify Accounts
• Product building in Shopify
• Digital inventory management (i.e. adjusting inventory quantities on Shopify and/or spreadsheets and other inventory management software)
• Work with internal teams to accomplish sales goals via eCommerce
• Work with clients to manage and upkeep webstore functionality
• Perform job functions with consistency and regularity, minimizing quality issues
• Following company guidelines to help streamline ecommerce processes from start to finish
• Team Supervision & Quality Control
• Ticket Auditing: Regularly review team responses in Zendesk (or your CRM) to ensure they meet the "kind and professional" brand standards
• Escalation Management: Act as the final point of contact for "irate" customers or complex refund/exchange issues that the general CS staff cannot resolve
• Daily Queue Management: Monitor ticket volume to ensure the team is maintaining a 24–48 hour response time, reassigning tasks during high-volume product launches
• Brand Voice Alignment: Work with clients to create or update "Brand Voice" guides so the CS team knows exactly how to represent each unique store
• Proactive Messaging: Lead the "Group Emailing" strategy for order delays or shipping updates, ensuring customers are informed before they have to ask
• Reputation Monitoring: Monitor social media comments or review platforms associated with client stores to protect their digital reputation
• Launch Readiness: Brief the CS team on upcoming product launches, expected shipping timelines, and potential "out of stock" risks
• Cross-Department Liaison: Meet with the Fulfillment and Account Management teams to align CS reality with warehouse capacity (e.g., "We told customers 3 days, but the warehouse is 5 days behind")
• Order Edit Oversight: Oversee the "Order Management" workflow, ensuring refunds and exchanges are processed accurately to prevent financial discrepancies
• Template Creation: Build and maintain "Macro" responses (templates) for the team to speed up response times while maintaining quality
• Workflow Streamlining: Identify recurring customer complaints and propose website or policy changes to the Ecommerce Manager to "solve the problem at the root."

Requirements:

• Setup of Shopify Accounts
• Product building in Shopify
• Digital inventory management (i.e. adjusting inventory quantities on Shopify and/or spreadsheets and other inventory management software)
• Work with internal teams to accomplish sales goals via eCommerce
• Work with clients to manage and upkeep webstore functionality
• Perform job functions with consistency and regularity, minimizing quality issues
• Following company guidelines to help streamline ecommerce processes from start to finish
• Team Supervision & Quality Control
• Ticket Auditing: Regularly review team responses in Zendesk (or your CRM) to ensure they meet the 'kind and professional' brand standards
• Escalation Management: Act as the final point of contact for 'irate' customers or complex refund/exchange issues that the general CS staff cannot resolve
• Daily Queue Management: Monitor ticket volume to ensure the team is maintaining a 24–48 hour response time, reassigning tasks during high-volume product launches
• Brand Voice Alignment: Work with clients to create or update 'Brand Voice' guides so the CS team knows exactly how to represent each unique store
• Proactive Messaging: Lead the 'Group Emailing' strategy for order delays or shipping updates, ensuring customers are informed before they have to ask
• Reputation Monitoring: Monitor social media comments or review platforms associated with client stores to protect their digital reputation
• Launch Readiness: Brief the CS team on upcoming product launches, expected shipping timelines, and potential 'out of stock' risks
• Cross-Department Liaison: Meet with the Fulfillment and Account Management teams to align CS reality with warehouse capacity (e.g., 'We told customers 3 days, but the warehouse is 5 days behind')
• Order Edit Oversight: Oversee the 'Order Management' workflow, ensuring refunds and exchanges are processed accurately to prevent financial discrepancies
• Template Creation: Build and maintain 'Macro' responses (templates) for the team to speed up response times while maintaining quality
• Workflow Streamlining: Identify recurring customer complaints and propose website or policy changes to the Ecommerce Manager to 'solve the problem at the root.'
• Average Response Time: Maintaining the team average under the 24–48 hour mark
• CSAT (Customer Satisfaction): Ensuring high ratings on ticket resolutions
• Error Rate: Minimizing mistakes in refunds, exchanges, and order edits
• Conflict De-escalation: The ability to turn a negative customer experience into a positive one
• Decisiveness: Knowing when to issue a full refund vs. a discount code to protect the client's bottom line
• Mentorship: A desire to coach junior CS members on how to communicate more effectively