Customer Service Manager: Zendesk & E‑commerce Lead

ARM Enterprises, INC.; La Mirada (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

ARM Enterprises, INC. is seeking a skilled Customer Service Manager in La Mirada, CA to lead a fast-paced team and deliver top-notch support for our consumer goods products sold via e-commerce channels.

The role focuses on resolving customer issues, managing returns, creating reporting, and collaborating with departments to meet customers' needs while maintaining high service standards. Experience with Zendesk and Amazon Seller Central is essential; strong organizational skills and SOP

Qualifications

• Proven experience in customer service management.
• Proficiency with Amazon Seller Central.
• At least two years of experience using Zendesk or similar CRM software.
• Background in a product manufacturing environment.
• Strong multitasking abilities and attention to detail.
• Excellent verbal and written communication skills.
• Highly organized with the ability to prioritize effectively.
• Proficient in Microsoft Word, Excel, and general computer skills.
• Experience setting up and implementing new standard operating procedures.

Responsibilities

• Prioritizes and solves customer issues
• Process returns
• Create clear reporting to track issues, returns, reviews, etc.
• Collaborate with other departments to ensure customers' needs are being met
• Ensures high standards of quality service are maintained at all times
• Delegate tasks when appropriate
• Ability to work under pressure, handle multiple projects
• Communicate effectively with team members
• Report product issues to the management team
• Comfortable working independently, making sound decisions
• Provide training and guidance to team members to improve customer service skills
• Stay updated on product knowledge and company policies to address customer inquiries accurately
• Identify opportunities to improve processes and enhance customer satisfaction
• Monitor customer feedback and trends to recommend improvements to products or services
• Maintain accurate records of all customer interactions and resolutions.

Skills

Customer service management

Zendesk

Amazon Seller Central

Multitasking

Communication skills

Tools

Zendesk

Amazon Seller Central

Job description

ARM Enterprises, INC. is seeking a skilled Customer Service Manager in La Mirada, CA to lead a fast-paced team and deliver top-notch support for our consumer goods products sold via e-commerce channels.

The role focuses on resolving customer issues, managing returns, creating reporting, and collaborating with departments to meet customers' needs while maintaining high service standards. Experience with Zendesk and Amazon Seller Central is essential; strong organizational skills and SOP