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Customer Experience Manager - Ecommerce

Corporate Skokie, 7400 Linder Ave, Skokie, Illinois, United States of America Req #346
Thursday, June 6, 2024

The Customer Experience Manager, ECOMM / Strategic Accounts is responsible for managing the day-to-day functions of the strategic accounts has technical Electronic Data Interchange (EDI) expertise and is responsible for supporting EDI and Portal tactical workflow including KPI development, performance tracking, and cost/time management impact analysis.  This role is also responsible for documenting, maintaining, and improving all Portal and EDI processes and establishing related performance metrics and objectives. This leader collaborates closely with the E-commerce Sales and Operations teams to drive end to end E-commerce customer experience continuous improvement.

 

In addition to E-commerce, EDI, and Portal expertise, the role requires robust Quality Assurance (QA) experience as it is primarily responsible for improving E-commerce process and procedure efficiency and effectiveness with the specific objective of reducing customer, partner, and agent effort. This role supports the E-commerce QA strategy and is accountable for leveraging it to increase electronic interaction proficiency to inspire customer confidence resulting a measurably increase satisfaction, loyalty, and retention. This role will utilize insight mined from C-Sat surveys and Net Promoter Score (NPS) metrics to measure, track, and publish cross-functional customer experience performance.

 

This role requires the proven ability to utilize data analysis to achieve next level phone support and customer support (Zendesk) ticket performance improvement and service quality enhancements such as Predictive Service Modeling with a focus on service value, cost savings/avoidance and waste/effort reduction. 

 

This Manager is responsible for hiring, as well as coaching and developing all subordinates, administering disciplinary action and performance reviews.  This leader resolves all escalated calls, e-mails or issues.  Partner with ecommerce sales team to drive improvements in order processing and customer experience.

 

Responsibilities:

  • Lead process improvement initiatives for order processing and shipment flow for key e-commerce customers.
  • Analyze and develop goals and objectives for team members.
  • Track, rank, and publish Key Performance Indicators (KPIs) and develop improvement plans.
  • Coach and develop team members on order entry accuracy and service quality.
  • Interview, hire, and train new team members.
  • Support escalated issue resolution.
  • Disseminate departmental and company information in cross-functional meetings.
  • Drive end-to-end cross-functional system improvements based on quality assurance insights.
  • Uphold company values and contribute to a positive team environment.
  • Control and execute weekly time reporting system.
  • Attend and disseminate departmental and company information in cross-functional meetings.
  • Effectively communicate company guiding principles, values, and business objectives.
  • Work effectively with others in a team environment to accomplish organizational goals and resolve problems.
  • Be present in the workplace to effectively communicate amongst co-workers and teams.
  • Demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule.
  • Gather and report metrics.
  • Communicate with various departments.
  • Travel to other sites for training purposes (up to 10%).
  • Perform other duties as assigned.

 

Requirements: 

  • Bachelor's degree from a U.S. Department of Education accredited school OR any equivalent combination of education, experience, and training which provides the required knowledge, skills, and abilities will be accepted.
  • Minimum 3 years of leadership experience in customer service.
  • Minimum 3 years of e-commerce experience within a B2B setting.
  • Proficiency in EDI and Portal management, including analyzing performance data.
  • Strong knowledge of EDI troubleshooting, portal management, and quality assurance.
  • Proficiency in Microsoft Office programs, JD Edwards, Zendesk, SAP, or similar ERP systems.
  • Experience in documenting e-commerce-based customer service processes.
  • Ability to work independently, manage time effectively, and achieve goals with minimal supervision.
  • Excellent project management, communication, and presentation skills.

 

We Provide: 

  • Competitive Compensation Package
  • Company provided Life Insurance and Short-Term Disability.
  • 401(k) Employer Match.
  • Paid Time Off Programs
  • Comprehensive Benefits Package.
  • Team Member discounts on Visual Comfort Products.

 

 

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Other details

  • Job Family Customer Service
  • Pay Type Salary
Location on Google Maps
  • Corporate Skokie, 7400 Linder Ave, Skokie, Illinois, United States of America