The Assistant eCommerce Manager will be focused on supporting customer care projects that include web based platforms and initiatives. This position will be responsible for supporting the eCommerce Operations department by responding to the changing business environment and driving projects to completion. The primary focus will be on continuous process improvement and systems problem solving which can include contacting customers to better understand and outline solutions. The eCommerce Operations Assistant Manager will need to have excellent communication skills and the ability to communicate with high level leadership, licensee partners, third party suppliers, as well as customers. Maintaining a customer centric mindset at all times will be pivotal to this role. This position will support the efforts to establish, eliminate, or change processes that will contribute to the overall improvement of the customer experience
Primary Job Functions
• Audit and monitor multiple web based sites that support Ashley, to assure proper functionality for our customers.
• Supporting multiple wed based sites, vendors and platforms attached to our eCommerce Ashley product.
• Conduct or assist direct reports with troubleshooting, investigating and auditing service and process issues, and communicating those issues to the appropriate leader.
• Conduct analysis and make recommendations to resolve issues. Make decisions and solve problems by analyzing the results to optimize eCommerce experience.
• Collaborate with multiple departments and leaders regarding found concerns, to resolve issues quickly.
• Ensure thorough testing documentation is created and maintained, and results are clearly communicated to generate an actionable basis of improvement projects.
• Identify process improvement projects and opportunities; lead process improvement teams as needed.
• Collaborate and lead conversations to address difficult situations utilizing exceptional customer service skills, including but not limited to, listening, empathy, problem solving and negotiation skills to ensure continuous quality improvements.
• Assist customer service management to improve systems of service control, standard operating procedures, safety, quality control and performance management.
Job Qualifications
• Education:
• ·Bachelors degree in Business or related field or equivalent work experience, Required
• Experience:
• ·4 years eCommerce business and/or customer service experience, Required
• Knowledge, Skills and Abilities
• Profound knowledge in Excel, Analytics, and Power BI
• Maintain a positive and professional attitude that motivates others and promotes enthusiasm
• Proficient computer skills, including experience with Microsoft Office Suite, internet
• Strong professional telephone etiquette
• Strong understanding of process improvement methods
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
• Handle multiple projects simultaneously within established time constraints
• Work independently as well as in a team environment
• Strong leadership and relationship building skills; include customers and all areas of the company