Customer Service Ecommerce Manager - Cosmetics Industry

The Connection has an exciting opportunity for an an Ecommerce Customer Service Manager to join the team!  The primary responsibility of this role is to build loyalty by providing exceptional customer service.

The Ecommerce Manager is responsible for oversight of customer service, retention, reputation management and social media moderation, while nurturing customer relationships and educating customers on product usage. Manager is the primary liaison between the customer and other departments.

Primary responsibilities include:

- Develop comprehensive knowledge of our products. - Respond to incoming e-mails promptly and professionally. - Handle difficult customer issues with patience and understanding. - Help generate positive reviews. - Connect with customers regularly and maximize loyalty. - Monitor and analyze multiple sources of client feedback. - Implement strategies to improve customer service and decrease subscriber churn - Ensure message consistency across all customer touch-points. - Analyze key drivers of customer dissatisfaction and identify ways to transform detractors into advocates. - General administrative duties.

Requirements - Previous customer service management experience. - Passion for putting the customer first. - Cosmetic, beauty or luxury industry experience preferred. - Excellent interpersonal, verbal and written communication skills. - Ability to priorities and manage multiple tasks. - Ability to build strong relationships. - Extremely organized and detail-oriented with a strong commitment to accuracy. - Ability to build and maintain strong relationships - Good PC skills (basic knowledge of MS Word, Excel and PowerPoint).

Required Experience:

• customer service: 2+ years (Required)
• beauty industry: 1 year minimum (Required)