E-Commerce Customer Service Manager Position Available In Fulton, Georgia

E-Commerce Customer Service Manager Prinics America Inc. Johns Creek, GA Job Details Full-time $66,000 – $75,000 a year 11 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications Salesforce Service Cloud CRM software Microsoft Excel Management Multilingual Marketing Customer service Call center experience 5 years English Mid-level E-commerce 3 years Bachelor’s degree Zendesk Microsoft Teams Phone etiquette 4 years Business Leadership Communication skills Full Job Description Overview We are seeking an experienced and customer-centric E-commerce Customer Service Manager to lead our customer service operations across online channels. This role is responsible for ensuring a seamless and satisfying customer experience, managing the customer service team, developing policies and procedures, and collaborating with cross-functional teams to enhance overall customer satisfaction and retention. Key Responsibilities Customer Service Operations Oversee the day-to-day operations of the e-commerce customer service team. Ensure timely and professional responses to customer inquiries via email, chat, phone, and social media. Handle escalated issues and complex customer complaints, providing resolution that reflects the company’s values. Maintain high standards of service quality and customer satisfaction. Team Management Recruit, train, and mentor a team of customer service representatives. Conduct regular performance evaluations and provide coaching to improve service delivery. Schedule and manage staffing to ensure adequate coverage during peak times. Process Improvement Develop and implement customer service policies, SOPs, and best practices. Analyze customer feedback and service data to identify trends and opportunities for improvement. Collaborate with Product, Logistics, Marketing, and IT to resolve recurring issues and improve the customer journey. Reporting & Analysis Monitor KPIs such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS). Prepare and present regular reports to senior management with insights and recommendations.

Qualifications Experience:

in customer service, with a managerial role within an e-commerce or retail environment.

Education:

Bachelor’s degree in Business, Communications, Marketing, or a related field.

Skills:

Strong leadership and people management skills. Excellent verbal and written communication. Proficient in CRM tools (e.g., Zendesk, Salesforce, Freshdesk). Analytical and problem-solving mindset. Ability to work cross-functionally and lead change initiatives. Preferred Qualifications Experience with international e-commerce, CRM platforms and multilingual support. Familiarity with fulfillment, returns, and logistics workflows. Multilingual capabilities (a plus depending on target markets). Work Environment Full-time role Fast-paced, data-driven, and customer-first culture. Collaboration with Marketing, Logistics, Product, and IT teams. Daily use of tools like Zendesk, Salesforce, and MS Teams. Flexible hours may be needed during peak seasons or global events. Team values data, feedback, and continuous improvement. Supportive, inclusive culture with focus on well-being and growth. Part of a global organization with HQ overseas and international branches. Close collaboration with cross-border teams across time zones.

Job Type:

Full-time Pay:

$66,000.00 – $75,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person