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E-commerce Customer Success Manager

2 months ago

Leicestershire, United Kingdom Reed Full time
E-commerce Customer Success Manager

We are seeking a dedicated E-commerce Customer Success Manager to ensure exceptional customer service and efficient operations. This role is ideal for someone with a strong background in e-commerce and client account management.

Key Responsibilities:
  • Serve as the primary point of contact for clients, managing day-to-day queries and ensuring their needs are met.
  • Oversee the order fulfilment process, addressing issues such as missing or defective products, delayed shipments, and returns.
  • Handle customer service inquiries from clients, ensuring timely and satisfactory resolutions.
  • Utilize tools like Trello, Slack, and email for managing tasks and communication, with a focus on integrating Zendesk.
  • Maintain strong relationships with clients, addressing their ongoing needs, upselling services, and ensuring overall satisfaction.
  • Work closely with the fulfilment and production team to ensure smooth operations and resolve any issues that arise.
  • Contribute to the development and improvement of internal processes to enhance efficiency and client satisfaction.
Requirements:
  • Proven experience in e-commerce, particularly with platforms like Shopify or Etsy.
  • Strong account management skills.
  • Familiarity with customer service tools such as Zendesk, Trello, and Slack.
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to adapt to changing demands and work in a dynamic environment.
  • Comfortable working remotely with occasional site visits for meetings.
Benefits:
  • Competitive salary with potential for increase based on demand.
  • Flexibility to work remotely.
  • Opportunity to work with a dynamic team and contribute to process improvement.
  • Potential for role expansion and career growth within the company.