14 days old

E-comm Operations & Customer Service Lead

Kelly Services
Chatsworth, CA 91311
Data Entry Operator I - Looking for an enthusiastic, problem-solving Operations Customer Service Lead to be the liaison between our offsite Customer Care Team and our internal Data Processing/Warehouse Team. Position requires the candidate to be onsite Monday-Friday, have exemplary inter-personal skills and exhibit poise and patience under pressure. Create a best-in-class customer experience across all channels email, live-chat, social, phone while placing the customer at the heart of all decision making. Lead the Customer Service team ensuring and maintaining SLA s Both First Response Time Resolution Time, helping to resolve any tickets where needed. Lead a highly effective and efficient operation across the full operating window to support our customers, whilst finding opportunities to reduce customer effort and operational waste. Ensuring all our customers receive great service - no matter the issue. Inspire, coach and lead your team to create a highly engaged workforce and high-performance culture. Drive the agenda for Customer Service and where necessary create a cultural shift in how we execute. Work closely with colleagues and teams across the business to deliver transformational change within the operation Report, track/benchmark, and continuously work to improve upon our internal KPI's. Creating and maintaining internal processes, policies and procedures. Add, update, and improve agent response macros within our CRM software Create weekly replenishment orders for our Amazon FBA inventory. Ensure all orders are going out on time and with 100 accuracy, work to resolve any issues with our internal fulfillment systems. Add new styles to our catalog seasonally, ensure all products are listed correctly on all marketplaces. Special projects as assigned by upper management.

QUALIFICATIONS SKILLS: Customer service and people-solving skills. Process improvement and management. Strong decision-making and communication skills. Oral written 3+ years of related field. General understanding of e-comm software systems and online marketplaces. Shopify, Amazon experience is a plus. Previous knowledge of Customer Service Software systems is also a plus. Gorgias, Zendesk, Helpscout etc. Excellent communication and organizational skills. Ability to collaborate across all business silos, able to build consensus, flexibility. Able to prioritize tasks and meet tight deadlines. Ability to wear many hats and grow with the company.

**Get a complete career fit with Kelly** **** **.**

Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kellys Human Resource Knowledge Center.
Kelly complies with the requirements of Californias state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
Posted: 2022-09-16 Expires: 2022-10-17

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E-comm Operations & Customer Service Lead

Kelly Services
Chatsworth, CA 91311

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