Retail Customer Service Assistant Manager

Job Summary

• Assist Customer Service Manager by performing related duties


• Assist Customer Service Manager in ensuring process of control of order management system and other administrative functions such as rebates and promotion


• Assist Customer Service Manager in implementing team direction and providing guidance to Retail Customer Service Team


• Able to give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.


• Assist Customer Service Manager in development of staff  by driving a performance-based environment, metric driven by utilizing/analyzing real time data


• Step in to attend to escalated calls and resolve the issue for the customer


• Delegate different customer service duties to team members to ensure a faster and smoother flow of operations through division of labor


• Collaborate with other departments for product, service or process decisions to achieve quality and customer satisfaction standards


• Assist in creating and implementing policies and procedures


• Coach and educate employees on operational policies and procedures.


• Drive continuous improvement to ensure quality standards are excellent


• Perform other functions and activities as directed by the Retail Customer Service Manager 

•  Associate’s degree required/experience preferred


• 3-5 years prior Customer Service supervisor experience  


• Strong E-commerce Background- email, internet and chat


•  Proficient in MS Office applications

Key Competencies:  

• Customer Service Focus
• Communication Skills
• Problem analysis and Problem solving 
• Decision Making
• Initiative
• Flexibility
• Stress Tolerance  
• Excellent problem solving skills
• Organized, combined with multi-tasking ability
• Active listening
• Leadership, coaching and mentoring- Ability to motivate and train others