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Director, eCommerce Customer Service Operations

Bellevue, Washington 98007

Post Date: 05/25/2018 Job ID: 6278 Industry: Other

Director, eCommerce Customer Service Operations 

ektello is actively seeking creative, innovative, team-oriented individuals who are passionate about bettering the client’ s brand and its ongoing mission to significantly enhance the way people live, work and play.

Responsibilities
  • Lead the development and implementation of E-Commerce customer service strategy and its operational execution that delivers value to our client’ s web customers, results in reduction of customer contacts and creates better customer experience overall.
  • Own E-Commerce customer satisfaction and other key operational metrics, ensuring that resources are rapidly dispatched, trained and enabled with tools to resolve customer issues the “ first time right.”
  • Identify the largest areas of opportunity to improve customer experience, reduce contacts, cost of service, and work with E-Commerce Product and Engineering teams to design and implement solutions.
  • Partner with SEA Customer Service Division to manage a sizable team of customer service representatives across multiple vendors.
  • Optimize service levels; identifying and solving for gaps in coverage and evaluating service providers.
  • Provide governance to customer service vendors; insures adherence to new policies and procedures.
  • Own a regular analysis cadence for customer contact reasons and track key performance metrics.
  • Establish and manage relationships with key internal and external stakeholders (Supply Chain Management, Fulfilment, E-Commerce business management, etc.)

Qualifications
  • Bachelor' s Degree with 15+ years of directly related experience in field service or service network operations (ideally dispatching technicians into a customer' s home)
  • Experience leading a customer service function of an E-commerce, Retail or Consumer Electronics company.
  • Demonstrated ability to balance operations and implement strategic/innovative solutions
  • Project and program management expertise.
  • Team/People management inclusive of both day to day coaching with an emphasis on career development.

Other Professional Attributes
  • Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels to obtain critical project decisions. 
  • Plan, organize and prioritize multiple complex assignments and projects.
  • Read and interpret detailed and complex technical documentation.
  • The ability to lead a team of employees to a common goal. 
  • Ability to work in a team environment, in order to achieve personal and project team goals and to complete projects within established time frames. 
  • The ability to accept tasks and problems/situations that differ, requiring creativity to search for solutions among learned consequences.  

 

 

Meagen Shook
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