SUMMARY: The E-Commerce Customer Service Manager leads a dual-structured Customer Service Department composed of two core teams:
- E-Commerce Support Team - focuses on supporting e-commerce customers not related to end-users
- Brands Customer Service Team - provides direct support to end-users for brand-related inquiries, product issues, and order needs.
This role ensures each team operates with excellence while delivering best-in-class service tailored to the distinct needs of their customer types. The manager oversees day-to-day operations, develops high-performing staff, drives process improvement, and ensures seamless, customer-centric interactions across both divisions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Team Leadership & Operations
- Oversee the daily operations, workflow, and performance of the E-Commerce Support Team and the Brands Customer Service Team (end-users).
- Reporting and Analytics: 8x8 Phone system software and NetSuite case management KPI's Collaborate with the offshore Customer Service partner (Magellan) to ensure appropriate staffing for phone, chat, and email for House Brands support.
- Supervise, train, coach, and develop team members across both divisions to ensure high performance and adequate coverage.
- Establish clear departmental performance standards tailored to the needs of each customer group. Conduct performance evaluations and provide constructive, continuous feedback.
Systems, Processes & Customer Support
- Monitor and optimize NetSuite usage across both customer service teams to ensure efficiency and accuracy and measure overall performance
- Oversee 8x8 phone system utilization and associated metrics for both divisions.
- Ensure consistent, timely order management, issue resolution, and service delivery.
- Address and manage escalations for both e-commerce clients and end-users with professionalism and urgency.
- Troubleshoot orders requiring special handling or attention, ensuring appropriate follow-through depending on customer type.
- Ensure all issues-whether B2B or end-user-are resolved with long-term solutions in mind.
Dual-Team Operational Strategy & Continuous Improvement
- Develop, refine, and implement policies and procedures that support the distinct workflows of the E-Commerce Support and Brands teams.
- Maintain strong knowledge of company systems, processes, and products with particular emphasis on Almo's systems and brand requirements.
- Partner with operations, sales, brands, and other internal teams to promote communication, solve systemic issues, and improve customer experience across both divisions.
- Prepare and present regular reports segmented by team (e-commerce vs. brands) on customer service metrics, trends, and improvement opportunities.
- Support strategic initiatives that enhance service delivery for both customer groups.
- Pursue ongoing development to stay current with industry best practices in customer service and leadership.
Administrative & HR Responsibilities
- Lead all employment-related decisions including recruiting, hiring, training, performance management, disciplinary actions, rewards, and terminations for both teams.
- Manage staffing, scheduling, and bi-weekly payroll for the entire customer service department.
- Address employee and customer complaints with sound judgment, professionalism, and confidentiality.
- Ensure consistent application of organizational policies and compliance with applicable laws.
Supervisory Responsibilities
- Interviewing, hiring, and onboarding staff for both divisions
- Planning, assigning, and directing work
- Conducting performance evaluations and making compensation recommendations
- Coaching, rewarding, and disciplining employees as appropriate
- Managing scheduling, attendance, and payroll
- Handling escalations and resolving customer issues
- Maintaining a cohesive, collaborative team environment across both groups
MINIMUM REQUIREMENTS:
- Bachelor's Degree required.
- Minimum 5 years of customer service and management experience, preferably in e-commerce, consumer products, or dual B2B/B2C environments.
- Proficiency in Microsoft Word, Excel, and Outlook.
- CRM experience strongly preferred (NetSuite, Salesforce, Zendesk). Customer Service Certification is a plus.
- Excellent verbal and written communication skills.
- Strong analytical and mathematical skills with high accuracy.
- Demonstrated leadership, organizational, and problem-solving abilities.
- Ability to work flexible hours, including evenings/weekends during peak periods.
- Highly collaborative, adaptable, and committed to continuous improvement.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
DIVERSITY Statement:
At DCC Technology, we deeply value diversity and inclusion. We recognize the unique contributions each team member brings to our dynamic culture and are dedicated to fostering an inclusive environment where every individual feels valued, heard, and celebrated.
Our commitment extends to offering flexible working arrangements, ensuring that we accommodate the diverse needs of our colleagues and stakeholders. By joining us, you'll be part of shaping the future at DCC Technology, driving forward initiatives that not only make a real difference but also reflect the rich tapestry of our global community.
Let's innovate together, embracing diversity to inspire groundbreaking solutions.
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Almo
Dec 17, 2025