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eCommerce Sales and Customer Service Manager

Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Internet - ECommerce

Job Description :

The ideal candidate is a leader who can set the tone and culture of the online store to ensure success in sales, customer service, delivery, profitability, operations, staffing, and associate development. An entrepreneurial spirit with a strong business sense is key to being successful in this role.


 


Sales Maximization



  • Generate new business opportunities to drive pipeline growth.

  • Build out, revamped, and formalized sales process.

  • Work closely with marketing to test promotions, customer segmentation, list sourcing and management as well as marketing automation testing.

  • Create a detailed plan for lead nurturing – from cold contact, to follow up cadence, to testing messages that work best to drive sales.

  • Motivate the sales team to increase their personal sales and ensure efficiency through KPIs.

  • Coach sales team to capitalize on potential sales opportunities.

  • Sets short- and long-term sales strategies and evaluate the effectiveness of current sales programs.

  • Recommend product or service enhancements to improve customer satisfaction and sales potential.

  • Ultimately responsible for all sales made by the sales team.


 


Required Qualifications :

Customer Service Operations



  • Develop Sales and Customer Service into a cross-functional team that can work together to grow the business

  • Identify efficiencies and improvements in how our company serves customers who need service regarding orders, inclusive of returns and exchanges.

  • Drive those improvements and efficiencies across the spectrum of touch points, Including the handling of incoming tickets through phone, email and chat; creation of training materials and FAQs; regularly searching for ways that offer more scale and better customer satisfaction.

  • Develop service level standards focused on response times & issue resolution while having a great experience.


Staffing



  • Work closely with HR to recruit, train, and motivate sales and customer service.

  • Implement a formal sales training and orientation program to educate new hires as our company grows.

  • Decide on appropriate staff levels to ensure coverage and drive outbound contact.

  • 3+ years’ experience in sales management

  • 5+ years’ experience in corporate setting 

  • Bachelor’s in Marketing, Communications, Business Administration or similar degree preferred

  • Must have experience managing a CRM system

  • Comfortable and quick at learning, teaching and implementing new systems and software

  • Prior experience managing a team is required

  • Proven track record of leadership and professional achievement

  • Well organized with the ability to be flexible based on the needs of the business

  • Strong analytical skills, excellent communicator and creative problem solver


 


Salary: $60,000.00 to $70,000 / year


 


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