The Role As Customer Service Manager, you will own the customer experience after the sale across every channel we sell on. You will lead our in-house customer service team, keep our marketplace accounts in good standing, and find and fix the root causes behind returns, damage claims and customer complaints. You will report to the General Manager. What You'll Do Keep our seller metrics healthy, including order defect rate, claims, response time and late shipments Make sure every marketplace message is answered on time Dispute unfair claims and negative feedback, and handle policy warnings and appeals Make sure our team confirms fitment details before parts ship Work with our catalog team to fix listings that drive wrong-fit returns Own the claims process for bumpers, hoods, fenders, lamps and other oversize freight, and decide when to replace, refund or recover Set return and refund rules, and spot return fraud and repeat abuse Hire, train, schedule and coach our in-house customer service agents Required 5+ years in customer service, including 3+ years managing a team in e-commerce or distribution Hands-on experience with Amazon Seller Central and eBay seller tools, including account health and claims Experience managing an outsourced or offshore/nearshore team against service levels Working knowledge of a helpdesk platform (Freshdesk or similar) and an ERP system (Dynamics or similar) Comfort building KPI reports in Excel and turning them into action Clear written English, with the ability to write procedures, templates and customer replies .

Pay:

$24.00 - $27.00 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person