E‑Commerce Client Services Lead

Concord Marketing Solutions Inc.; Glendale Heights (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive benefits plan

401k plan with company match

Paid Time Off/PTO

Casual and friendly work environment

Salary + Bonus compensation structure

Job summary

A prominent promotional products distributor in Glendale Heights, IL is seeking an E-Commerce Client Services Manager to lead their online Client Services team. The ideal candidate will possess a strong leadership background with a focus on customer service, operational efficiency, and collaboration across various departments. Responsibilities include managing performance metrics, enhancing customer service processes, and overseeing the client support strategy. Applicants should have at least five years of experience leading client-facing teams in e-commerce, with strong technical skills and the ability to resolve complex customer issues.

Qualifications

• 5+ years of experience in leading customer service or client-facing teams in e-commerce.
• Experience in the promotional products and print industry is preferred.
• High proficiency with e-commerce platforms and ERP systems.

Responsibilities

• Lead the online Client Services team for customer service and order support.
• Develop and enforce operating procedures to enhance client support.
• Monitor and analyze performance metrics for operational excellence.
• Handle escalated customer complaints and ensure timely resolutions.
• Collaborate cross-functionally to solve order issues for timely deliveries.

Skills

Leadership experience

Problem-solving skills

Customer interaction

Project management

Technical aptitude

Organization and multi-tasking

Education

High School degree

Associate’s or Bachelor’s degree in Business

Tools

E-commerce platforms

Helpdesk or ticketing systems/software

NetSuite

Microsoft Dynamics/NAV

Microsoft Office

Job description

A prominent promotional products distributor in Glendale Heights, IL is seeking an E-Commerce Client Services Manager to lead their online Client Services team. The ideal candidate will possess a strong leadership background with a focus on customer service, operational efficiency, and collaboration across various departments. Responsibilities include managing performance metrics, enhancing customer service processes, and overseeing the client support strategy. Applicants should have at least five years of experience leading client-facing teams in e-commerce, with strong technical skills and the ability to resolve complex customer issues.