Manager, Omnichannel & Ecommerce Customer Service

00015 Store Support CenterLE 301 Hibbett Retail, Inc.

SUMMARY

The Manager, Omnichannel & Ecommerce Customer Service drives the customer service operations within our omnichannel and ecommerce platforms.

Ensures exceptional customer satisfaction by maintaining high service levels from all of our customer service providers.

Oversees the strategic planning and direction of Customer Relations and assess process improvement opportunities. Optimizes our omni processes to avoid / reduce customer service issues.

Acts as the liaison between third party service providers and the organization. This includes planning and executing our customer service capability roadmap.

Role will also be responsible for managing the technical aspects of our customer service technology, including third party customer service technology vendors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure that the organization has a best-in-class customer service experience for Omnichannel and Ecommerce
• Monitor customer service omnichannel and ecommerce performance across key KPI’s. Ensure we are meeting those KPI’s.
• Develops and implements strategies to improve response times and efficiency.
• Responsible for managing and selecting the technical aspects of our customer service technology, including third party customer service technology vendors.
• Identify and implement new customer service technology (AI)
• Execute strategies to reduce the costs of servicing our ecommerce and omnichannel customers (i.e. reduce lost package expenses, reduce return expenses, reduce fulfillment issue expenses, reduce payment error expenses etc)
• Assist in optimizing our omni business processes to avoid or reduce customer service contacts.
• Ensure adherence to company policies and procedures in all customer interactions.
• Continuously evaluate and refine customer service processes to streamline operations and improve productivity.
• Identify areas for improvement and implement solutions to enhance the overall customer experience.
• Utilize data and metrics to measure performance and drive informed decision-making.
• Monitor customer interactions to ensure quality standards are met and maintained.
• Conduct regular quality assessments and performance evaluations to identify areas for improvement.
• Cross-functional Collaboration :
• Collaborate with other departments such as marketing, sales, and logistics to address customer issues and improve overall service delivery.
• Act as a liaison between customers and internal teams to ensure seamless communication and resolution of issues.
• Gather and analyze customer feedback to identify trends and areas for improvement.
• Proactively seek opportunities to delight customers and exceed their expectations.
• Reviewing chat bot interactions and updating knowledge base to improve chat bot containment and performance
• Protects the company’s assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and / or appropriate officials of potential fraud risk.

SUPERVISORY RESPONSIBILITIES

• This position manages and oversees the Customer Relations department externally. It carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance;

rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

• Bachelor’s degree in Communications or a related field or equivalent experience.
• 7+ years of related experience. 3+ years of management experience.
• Proven experience in customer service management, preferably in an ecommerce environment
• Strong leadership skills with the ability to effectively manage and motivate a team
• Excellent communication and interpersonal skills.
• Solid understanding of ecommerce platforms and customer service technologies.
• Analytical mindset with the ability to leverage data for decision-making.
• Problem-solving skills and the ability to thrive in a fast-paced environment.
• Flexibility to adapt to changing priorities and business needs.

Candidates will have an option during the application process to withdraw their application prior to completion of the application.

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