Airport Home Appliance

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E-Commerce Customer Service Sales Supervisor


Work Location: One location

  • Airport Home Appliance - Hayward, CA
  • FULL TIME
  • Starting at $60,000.00/per year
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Job description

Airport Home Appliance is a “Family-Owned Appliance Retailer “that offers the largest selection of appliance brands in Northern California. Our E-Commerce department is the fastest growing part of our business that is looking for a self-motivated Full Time "E-commerce Customer Service Sales Supervisor" to manage and ensure systems & procedures are in place to enable and empower the Customer Service operations team.

We Offer

  • Highly Competitive Pay (Base plus commission)
  • Comprehensive Training Programs
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • 401K
  • Employee Discounts

Job Responsibilities

  • Manage & engage with e-Commerce operations (Admin) associates in the day-to-day performance of their jobs as they provide support for customers. Ensuring they are achieving desired service levels and taking corrective action, as needed.
  • Track & maximize e-commerce, total written and delivered weekly/monthly sales, and profitability along with other KPIs such as calls, chat performance & customer satisfaction with help of a remote admin team.
  • Answer sales & admin team’s questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by the sales team.
  • Lead team meetings, ask questions to better understand the communication sales teams are receiving, educate, and coach admin associates regarding processes and practices, and explain expectations to them.
  • Prepare reports and analyze data to improve processes, and ensure resources are properly allocated to achieve maximum efficiency and customer satisfaction.
  • Lead effective collaboration & communication with Accounting, Purchasing, Logistics, Marketing, and other silos in the company as needed to optimize growth and execute administrative commitments, and obligations incurred.
  • Collaborate with the E-Commerce Manager on current system functionality, system improvements, identifying trends, and establishing department goals. Make employment recommendations to the E-commerce manager on hiring, improvement plans, transfers, promotions, corrective actions & terminations, etc.

Requirements

  • Bachelor’s Degree preferred.
  • 1+ years of managerial experience in retail sales, customer service, or call center.
  • Proven ability to learn quickly about technology products and services.
  • A passion for service and customer engagement.
  • Committed to total customer satisfaction with outstanding communication, interpersonal skills, and professionalism.
  • Strong ability to interface with other departments and teams in a professional and cooperative manner.
  • Must have intermediates level user of Excel.
  • In addition to the experience described above, this role requires someone with a whatever it takes attitude and who is willing to roll up their sleeves to get the work done. Someone who believes in leading by example.
  • Experience with NetSuite & Salesforce is preferred but optional.

Benefits

  • 401(k)
  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule

  • 8-hour shift

Ability to commute/relocate

  • Hayward, CA 94541: Reliably commute or planning to relocate before starting work (Preferred)

Experience

  • Microsoft Office: 1 year (Preferred)
  • Sales: 1 year (Preferred)
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