Manager, Customer Engagement & Marketplace Development

Mississauga
Posted 3 weeks ago

You have 3+ years experience in Customer Service roles in a direct to consumer online business.  You have knowledge of various sales channels such as Amazon, eBay, Overstock, Groupon, Houzz and Walmart. You have worked directly with the Marketing & ECommerce teams, you have handled the end to end customer experience.  You speak both English & French.  You have post secondary education in; ECommerce, Communications, Marketing and/or Web Development.   You live an easy drive to Mississauga. 

Duties and responsibilities for Customer Engagement:

  • Responsible to not only responding to inquiries for Ecommerce but also for aiding customers who purchased through Retail partners.
  • Operate specific call centre # and email address for providing support to customers in a timely manner.
  • Track tickets via excel but later implement a ticketing and support system (i.e. Zendesk) in order to consolidate customer interactions & track satisfaction scores, as well as other Customer Support key metrics (i.e. avg number of agent touches per ticket, avg time to resolve).
  • Create scripted responses for main issues and eventually macros in ticketing system. Write on-site FAQs based on trends of top issues in order to add efficiency in responses and address issues on the forefront to manage the level of contact volumes.
  • Respond to reviews where necessarily on company website but also on Marketplaces & Retailer partner websites.
  • Social Media (i.e. Facebook, Twitter, Instagram, YouTube) customer interaction may be required to resolve issues working closely with the Marketing Communications Manager.
  • Expected to respond to customers with a high level of urgency, passion, positivity and respect.
  • Process returns / refunds via RMA process & in web platform (i.e. Shopify, PayPal, Amazon, Ebay).
  • Issuing and documenting of credits will also be expected.
  • Manages relationship with courier(s) for customer specific issues relating to shipping.
  • Track trends and provide feedback to better improve the customer experience, processes and content increases sales and reduces returns %.
  • Keep apprised of the latest technologies in connecting and interacting with customers (i.e. Live Chat).
  • Provide input into roadmap for improving customer’s experience and interaction with the Neatfreak brand.
  • Overall they are expected to act as a true advocate for the customer

Duties and responsibilities for Marketplace Development:

  • Key member in the launch and growth of Marketplace channels.
  • Knowledge and experience in variety of sales channels, such as Amazon, eBay, Overstock, Groupon, Houzz and Walmart would be an asset.
  • Keep track of all outgoing orders from channels to ensure our account stays in excellent standings.
  • Create and maintain product listings to expand product catalog.
  • Work with Director of Digital Marketing to develop product assortment and competitive pricing model for products based on best practices per Marketplace.
  • Working directly with the Marketing / Ecommerce team ensuring that all content for SKUs are informative and accurate.
  • Inventory planning: compare historic sales trends to determine future inventory demand.
  • Review customer feedback and Marketplace health, updating processes as needed.
  • Own the end-to-end management of product experiences on Amazon (including upload, delete and modification of all products).
  • Fundamental knowledge of requirements, restrictions and best practices for selling on Amazon and other Marketplaces.
  • Report on performance metrics and develop implementation strategies for improvement
  • Stay current with trends for Ecommerce, the industry, product knowledge and customer support best practices.

 

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