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eCommerce Customer Service Supervisor

Company: Dollar Tree
Location: Chesapeake
Posted on: May 16, 2019

Job Description:

Job DescriptionSummary of Position (Job Purpose)Responsible for supervising the Dollar Tree Digital Services Division Customer Care Center during the hours of 12:00 pm to 9:00 pm. Primary responsibilities are handling customer correspondence (phone calls, emails, social media inquiries) in order to ensure customer satisfaction and also to meet or exceed the Division's sales goals. Other duties include working with various departments such as Finance, Tax, Accounts Receivable, Asset Protection, Marketing, Merchandising and Transportation to ensure customer satisfaction as well as ensuring the financial reconciliation of sales are realized. Additionally, this position requires the ability to schedule staff based on the needs of the business as determined by data and various analytics. This position also assists in testing and rolling out new procedures and/or new technologies into daily work flows to improve and grow the business.Principal Duties and Responsibilities* Responsible for Managing the Dollar Tree Digital Services Customer Care Center staff as well as managing the Customer Care Vendor Partner that also handles Customer Service issues on behalf of Dollar Tree (overflow and off hour coverage).* Maintain or exceed customer service levels across mediums including phone calls, emails and social media inquiries* Assist, as needed, customers who need extra help via escalation procedures and supervise associates to ensure adequate customer service standards are being upheld* Responsible for providing and analyzing a variety of reports centered on various service levels metrics, including Commission reporting for Sales Directors.* Works closely with the Finance and Tax Department to balance outstanding items and to reconcile financials overall.* Train, monitor, coach and council CSR's on various skills such as suggestive selling, increasing average order value and improving conversion to sales ratios.* Manage Customer Care Center scheduling to ensure appropriate coverage by leveraging such metrics as stack ranking by skill set, que line activity, and volume forecasting* Create, update and train staff via departmental SOP's and individual staff one-on-ones.* Motivate team members and drive goal performance with a focus on quality improvement and associate development* Complete Annual Performance reviews for Direct Reports* Complete assigned reports, tasks and ad -hoc reports in a timely manner as requested* Assist with technical issues and participate in Q.A. testing of new and existing functionality* Other Duties as assigned by managementMinimum Requirements/Qualifications* Bachelor's Degree in Business, Communications, Finance, Technology or related field* Minimum 3 years supervisory/management experience in a Call Center, Service, Finance, Logistics, or similar work environment* Strong verbal and written communication skills* Excellent Excel and database query experience with the ability to create, read and analyze spreadsheets* Strong decision making and analytical skills* Excellent conflict resolution skills* Ability and Experience in working effectively cross-departmentally as well as being able to professional communicate with various groups within the organization* Have a strong sense of urgency and are able to prioritize to ensure your primary responsibilities are achieved while not losing sight of providing excellent customer service* Ability and willingness to work as needed to meet the business needs* Must be able to work effectively under deadlines while handling multiple priorities.Desired Qualifications* 2-3 years of experience in a merchandise, technology or sales environment.* Showcase query and AS400 Database experience* Corporate Customer Service and/or Retail Customer Service experience* Collections experienceSDL2017

Keywords: Dollar Tree, Chesapeake , eCommerce Customer Service Supervisor, Other , Chesapeake, Virginia

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