eCommerce Customer Service Manager

The eCommerce Customer Service Manager is the central point of contact for online customers, ensuring a seamless, positive shopping and fulfilment experience. This role is responsible for managing customer inquiries, resolving issues, overseeing order management, and ensuring the smooth execution of the fulfilment process. The Manager works across various communication channels—including email, live chat, phone, and social media—to maintain high customer satisfaction and operational efficiency.

Candidates must have a minimum of 6-12 months of eCommerce or online retail experience.

A Certificate or Diploma qualification is required for this position.

Key Responsibilities

Customer Support & Order Management

Respond promptly and professionally to customer inquiries regarding products, orders, shipping, fulfilment, and returns via multiple channels.

Provide accurate information about products, services, and fulfilment processes, assisting customers throughout their online purchase journey.

Process and manage product returns, exchanges, and refunds, ensuring a seamless experience for customers.

Fulfilment Oversight & Issue Resolution

Oversee and coordinate with the fulfilment of orders to ensure timely and accurate order processing, picking, packing, and dispatch.

Monitor fulfilment performance and proactively address delays, errors, or inventory discrepancies.

Troubleshoot and resolve fulfilment-related issues, such as shipping delays, incorrect shipments, lost packages, and inventory shortages.

Ensure that fulfilment partners and subcontractors adhere to company standards and service level agreements.

Operational Excellence & Collaboration

Document all customer interactions and fulfilment issues in a service database or CRM system.

Full training will be provided on our CRM system and service database.

Work closely with fulfilment, sales, marketing, and warehouse teams to resolve customer concerns and improve the overall customer and fulfilment experience.

Identify and report recurring fulfilment and customer service issues to management for process improvement.

Develop and implement strategies to improve fulfilment efficiency and customer satisfaction.

Continuous Improvement & Reporting

Analyse fulfilment data and customer feedback to identify trends and opportunities for improvement.

Generate regular reports on fulfilment performance, customer satisfaction, and service levels for management review.

Recommend and support the implementation of new fulfilment technologies or processes to enhance service delivery.

The eCommerce Customer Service Manager is pivotal in ensuring customer satisfaction, fostering brand loyalty, supporting business growth, and maintaining a high standard of fulfilment operations.