Customer Experience Supervisor

Your Online Marketplace; Spring Brook (NY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid holidays

Employer matching retirement plan

Job summary

Your Online Marketplace is seeking a full-time Customer Experience Supervisor to enhance customer relations and streamline our e-commerce operations. The ideal candidate will possess leadership skills and a strong ability to problem-solve creatively.

This position involves managing customer inquiries, facilitating product returns, and collaborating with team members to improve service efficiency. We offer flexible working hours and benefits, including paid holidays and a retirement plan.

Qualifications

• Previous leadership experience.
• Strong capacity for problem-solving and developing creative solutions.
• Willingness to learn new computer programs and systems.

Responsibilities

• Answer customer service inquiries over email and phone.
• Act as primary liaison with customers for order processing.
• Arrange returns for damaged products through suppliers.
• Collaborate with other functions to develop product offerings.
• Implement improved processes for managing customer interactions.

Skills

Leadership

Problem-solving

Customer service

Basic computer competency

Education

Associates or bachelor's degree

Job description

YourOnlineMarketplace (YOM) is a tech startup company based in East Aurora, New York – just 20 minutes outside of Buffalo. We specialize in e-commerce and are positioning ourselves for continued strategic growth. At YOM, we pride ourselves upon offering a flexible and creative culture. We feel strongly about:

• Being an excellent communicator because our employees play a key role in ensuring a seamless customer experience through regular collaboration with internal and external stakeholders.
• Understanding the whole business because our employees are empowered to collaborate with one another in an effort to continually improve the efficiency of our customer‑focused operations, which requires an understanding of how it all fits together.
• Having a strong attention to detail because our top priority is to deliver a smooth and efficient online shopping experience for our e‑commerce consumer base.
• Being in the know of music, literature, and Hollywood trends because you’ll have the opportunity to brainstorm and imagine product mixes that fit the needs and interests of our e‑commerce consumer base.

Job Description

We are seeking a full‑time Customer Experience Supervisor to join our operations. We’re looking for a sharp, ambitious, creative and goal‑driven problem solver to join our business.

Key Responsibilities

• Answering customer service inquiries over email based system and phone
• Act as the primary liaison with customers utilizing current system to process and track customer issues, change orders, returns, exchanges and buyer refunds
• Arrange for the return of any damaged/defective products to our suppliers including follow‑up procedures to ensure that replacement products are received and refunds are properly credited to our company accounts
• Collaborate with other functions to develop product mix offerings
• Continually implement improved processes and procedures for managing interactions with customers and ensuring credits/re‑shipments from suppliers
• Other duties as assigned including notifying customers when orders are shipped, cross‑training in other departments, as well as administrative projects and related tasks to improve the overall quality and profitability of our company

Extensive training and on‑boarding will be provided to ensure your comfort and success. Benefits include paid holidays and an employer matching retirement plan. Hours are 9am‑5pm Monday‑Friday with some flexibility and the possibility of additional hours during peak sale seasons.

Qualifications

Requirements

• Previous leadership experience
• Basic computer competency
• Strong capacity for problem‑solving and developing creative solutions
• Willingness to learn new computer programs and systems

Preferred Qualifications

• Associates or bachelors degree (exceptional candidates with equivalent experience will also be considered)
• Previous customer service experience and/or e‑commerce experience is helpful

Additional Information

All of your information will be kept confidential according to EEO guidelines.