Ecommerce Customer Service Team Lead | 2-Campus

Reasors Food Stores; Dalton (OH); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Paid orientation

Paid holidays

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

401(k) retirement plan

Job summary

HRM Enterprises seeks an Ecommerce Customer Service Assistant Manager to lead the team across two campuses, coordinating daily workflow and coaching staff in a fast-paced, in-person environment.

This role reports to the Ecommerce Customer Service Manager and requires travel between Hartville and Kidron campuses. Full-time, hourly position with paid orientation and holidays, plus a benefits package including medical, dental, vision, life insurance and a 401(k).

Qualifications

• High school diploma or GED; an Associates in Business is preferred.
• 2+ years customer service or call center supervisory experience.
• Weekly travel to other campus required.

Responsibilities

• Serve as the first point of contact for routine team questions, policy clarification, and day-to-day operational support.
• Monitor and coordinate workload across phone, email, chat, marketplaces, and other Ecommerce channels; step into customer-facing work when needed.
• Monitor daily attendance and schedule adherence; communicate recurring concerns to the Manager.
• Provide timely coaching and feedback to reinforce service standards and practices.
• Assist with onboarding and training new team members; identify training needs and share observations with the Manager.
• Help maintain process documents, training materials, and AI-supported knowledge resources.
• Hold team accountable to performance and service standards; address gaps directly with candid conversations.
• Monitor queues, backlogs, response times and unresolved cases; prioritize work during peak periods.
• Coordinate issue resolution with fulfillment, merchandising, marketing, IT, stores, and other departments.
• Identify workflow gaps and propose practical improvements for service quality and efficiency.
• Document coaching and provide observations to support performance reviews.

Skills

Customer service

Supervision

Communication

Team leadership

Education

High school diploma or GED

Associates Degree in Business

Tools

Microsoft AX

Excel

Word

Outlook

Call Center Software

Job description

HRM Enterprises seeks an Ecommerce Customer Service Assistant Manager to lead the team across two campuses, coordinating daily workflow and coaching staff in a fast-paced, in-person environment.

This role reports to the Ecommerce Customer Service Manager and requires travel between Hartville and Kidron campuses. Full-time, hourly position with paid orientation and holidays, plus a benefits package including medical, dental, vision, life insurance and a 401(k).