Customer Success Manager Ecomm

At Labelmaster, we are way more than labels.
We help both small and large businesses take the complexity out of moving and shipping hazardous materials to make the world a safer place. What are hazardous materials? They are things you deal with every day, like lithium batteries in cars and in computers, paints, varnishes, air bags, chemicals and more. And if they are shipped incorrectly, they can cause a lot of damage. 
How do we help the world become safer? We sell and manufacture new and innovative products, develop technology and consult for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses. While not too many people know about dangerous goods, we think it is really cool and we think you might have fun with us as we re-invent our ourselves and expand into new markets.
We are looking for an experienced Customer Service Associate who:

• Does not want to work in Corporate America
• Wants to make a difference every day at work
• Wants to have true work/life balance
• Loves to learn new things
• Has ideas on how to make things better

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre-tax Transit Program
• PTO Bank
• Paid Holidays
• Paid Diversity Days
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($70,000 - $75,000 annually)
• Hybrid work schedule

Position Purpose

• This position oversees and manages the CS Ecomm team, monitoring all Ecomm order channels and working with team members on order processing, SLAs and workload balancing.
• This position manages E-commerce based order channels, E-procurement engagement, and excellent customer service. Our E-commerce team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication.
• This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including revenue goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines.
• This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.

Essential Functions & Principal Accountabilities

• Ecomm team management, training and skill development
• Being physically present at the worksite when required
• Manages and supports E-commerce Accounts & E-procurement channels
• Meets and exceed team metrics for:
  
  • Number of calls handled, ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
  • Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaints
  • Escalating inquiries according to their urgency
• Trains and mentors team members
  
  • Participates in training and mentoring of team members for E-comm channels
  • Produces training documentation for managing key customers accounts, including contacts and account specific order processing E-comm channels
• Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints
• Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products
• Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines

Skills and Attributes We’d Like You to Have

• E-commerce / E-procurement
  
  • Ariba
  • Coupa
  • True Commerce
  • Web based order platforms
• Support of external and internal Customers
• Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MSOffice suite
• Solid understanding of Customer Satisfaction metrics (NPS)
• Strong understand of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
• Desired: Knowledge of Dangerous Goods regulatory environment

Experience We’d Like You to Have

• Customer Service experience required
• Customer Service training desirable
• MS Office Suite experience required
• 5 Years minimum customer service experience preferred
• Problem resolution and triage experience required
• CRM Experience required
• EV/Automotive parts supply chain experience preferred

#zip