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Manager - Online Store

Company: Scandinavian Designs - Dania Furniture
Location: Boise
Posted on: March 18, 2023

Job Description:

Manager - Online StoreDepartment: Online StoreReports to: GM of Online StorePosition: Non-exempt/HourlyThe Online Store Manager - Sales and Service will oversee all customer-facing aspects of the Online Store and lead a team of customer experience experts in delivering service excellence and customer satisfaction at the highest levels for customers who shop online or call into our call center. This Online Store Manager will ensure that all established workflow processes, policies and procedures are consistently followed and establish and maintain a culture of exemplary service delivery and operational excellence. This role, based at our Boise headquarters, will also partner with retail store partners who assist in the facilitation and coordination of sales through the eCommerce channel. And, above all, we're looking for someone who loves helping people, leading teams and believes, like we do, that amazing and world class customer care is the key to the success of our business. This role is at our Boise, ID headquarters and this a non-remote position.What You Will Do

  • Manage and staff an energized team of best-in-class Customer Experience Experts and Supervisors.
  • Ensure workflow processes and procedures for optimal efficiency, effectiveness and customer satisfaction are followed by the team consistently.
  • Cultivate a professional and fun team environment that rewards top performers, promotes growth and attracts & retains talent that embodies the welcoming consultative approach we strive to achieve with our customers.
  • Interview prospective staff and train and on-board new associates to ensure complete understanding of policy and procedures.
  • Take the lead on corporate escalations and customer appeasements, ensuring customer issues are resolved to a customer's satisfaction.
    • Regularly measure performance and provide leadership and representative level coaching.
    • Identify and develop training resources to provide training in all aspects of operations including working with "high touch" customers.
    • Respond to social media reviews on Yelp and Google platforms.
    • Process and supervise payroll for all representatives on a bi-weekly basis.
    • Understand the inventory, delivery and scheduling processes and be able to communicate that to the staff and vendors.
      • Track and communicate any ongoing changes to process to the greater team.
        • Oversee customer complaints and claims against eCommerce orders for the company as well as respond to them.
        • Build and maintain the Online Store standard operating procedures (SOP) manual for all customer-facing operations.
        • Partner with retail Regional General Managers and store personnel to ensure consistent operational excellence in execution of all eCommerce transactions and to ensure successful resolution of any issues of customer dissatisfaction for any reason.
        • Perform other duties or special projects when assigned.Who You Are
          • 3+ years leading contact center operations with an eCommerce component of a fast-paced and dynamic omnichannel customer service team.
          • Highly organized and detail-oriented individual with experience with phone, email, chat, and social channels.
          • Strong leadership, interpersonal, organizational, and problem-solving skills.
            • Ability to identify and initiate process improvements, meet deadlines while maintaining flexibility.
            • Strong mentoring, coaching, hiring, training and written and oral communication skills.
            • Proven ability to collaborate with people cross functionally.
            • Technological prowess
            • Familiarity with the Shopify eCommerce platform helpful, but not required
              • Valid driver's license.
              • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
              • Prolonged sitting, standing, moderate reaching and occasional lifting up to 30 lbs.
              • Occasional overtime and weekend work and travel to other locations.
              • Our positions require successfully completing the pre-employment background check and signing a nondisclosure agreement.Education: Bachelor's degree or equivalent customer service / eCommerce experience.Scandinavian Designs - Dania Furniture Offers:
                • Benefits for Full-time Associates* including:
                  • No cost Health benefits for Associates on the single coverage plan
                  • Opt-in for Dental and Vision
                  • Health Savings Account (HSA)
                  • 401k with employer contribution (with 200% match)
                  • Work life balance - no overnight hours!
                  • Paid Time Off (PTO)
                  • Fun and rewarding work
                  • Visually inspiring workplace
                  • Family-oriented team environment
                  • Regular schedule
                  • Generous merchandise discounts
                  • Pet Insurance
                  • Tuition Assistance
                    • Benefits eligibility depends on scheduled hours. family business 50+ years in the making, with +50 furniture showrooms and +700 employees across the U.S. in the near future, our sister-brands (Scandinavian Designs and Dania Furniture) are a contemporary home furnishings destination rooted in a love for Nordic culture, modern design and quality craftsmanship. We offer extensive product and sales training to facilitate career growth. Our compensation includes a competitive pay program, comprehensive health and retirement benefits.We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Keywords: Scandinavian Designs - Dania Furniture, Boise , Manager - Online Store, Executive , Boise, Idaho

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