Job Type

Job Title: Ecommerce Customer Service Manager
Department: ECOMMERCE
Reference #: 161
Closing Date: Tuesday, May 05, 2015
Location: Ecommerce, Toronto


Job Summary

Responsible for providing excellent customer service and driving the development and execution of all online business initiatives through the conscientious application of Sporting Life standards to achieve our mission statement: To be a retailer with Passion, Knowledge, Integrity committed to a relentless desire to improve our performance in creating the highest quality experience for all Customers and Staff.

Essential Functions

• Managing and leading customer service team
• Responsible for the creation and completion of daily job lists
• Working with management to ensure policy and procedure is clear and current
• Ensuring daily auditing checklist is complete
• Responsible for scheduling staff, hiring, and training
• Managing customer returns, and price adjustments.
• Providing superior customers service
• Interfacing with customers by phone, email, on social media and in person
• Ensuring timely and satisfactory completion of customer inquiries
• Ensuring inventory is consistent
• Daily maintenance of Customer Service area (keeping stock of shipping supplies and housekeeping)
• Loss Prevention responsibilities include: assessing risk level of orders, contacting banks, and customers to follow up on missing information and suspicious orders
• Work with Shipping Team to ensure timely completion of customer orders
• Performs other related assignments and duties as required

Skill Requirements

• 1 – 3 years experience preferably retail experience
• College or University education is an asset
• Must be able to lift up to 50 lbs and perform repetitive tasks such as typing, writing and packing orders
• Strong understanding of negotiation skills
• Understanding and identifying with the basic goals of Sporting Life
• Excellent communication skills; able to communicate effectively at all levels
• Ability to think in a disciplined and logical manner
• Possesses strong analytical ability coupled with creative problem solving skills
• Basic P.C. (Microsoft Office), AS400 operating knowledge, Order Management Systems

If you don't see a current opportunity with us that suits your background, we invite you to click here to submit your cover letter and resume for future consideration.