Ecommerce Customer Service Lead

Description

Employment Type: Full Time
Supervisor: E-Commerce Manager
Location: Store Support Center

The E-Commerce Customer Service Team Lead plays a key role in ensuring an exceptional online customer experience by overseeing the day-to-day operations of the eCommerce Customer Service team. This position focuses on maintaining high service standards, resolving escalated customer issues, coaching team members, and ensuring accurate and timely order management.

In addition to directly handling customer inquiries and complex service requests, this role leads the team in delivering consistent, empathetic, and solution-oriented support. The Team Lead partners closely with fulfillment, marketing, and the eCommerce Manager to ensure smooth order flow, accurate product information, and responsive customer communication throughout the eCommerce journey.

• Minimum 3 years of experience in eCommerce customer service, retail support, contact center leadership, or related field
• Strong organizational and interpersonal skills with the ability manage shifting priorities
• Excellent written and verbal communication and problem-solving skills with a focus on customer-first resolutions.
• Experience managing and coaching and/or mentoring others in a team environment.
• Proficiency in Microsoft Office Suite; familiarity with ERP, CRM, and eCommerce order management systems.
• Ability to thrive in a fast-paced environment while maintaining composure and professionalism.
• Prior experience training others and/or documenting workflows is a plus.
• Experience with tools such as AS400, , Modern Retail, Signifyd, Avalara, and Yot Po preferred.

• Lead the daily operations of the eCommerce Customer Service team, ensuring timely responses to all customer inquiries via phone, email, and chat.
• Serves as the front-line point of contact for customer issues, taking ownership of problem resolution and ensuring a positive outcome.
• Coach, train, and mentor team members to maintain high standards of service quality, tone, and professionalism.
• Monitor performance metrics such as response time, resolution rate, and customer satisfaction; provide feedback and improvement plans as needed.
• Coordinate workload distribution across the team and adjust priorities based on call volume, order volume, and seasonal demand.
• Ensure accuracy and consistency in handling:
  • Online orders, returns, and exchanges
  • Refunds, loyalty points, and promotional adjustments
  • Fraud review and payment verification
• Collaborate with fulfillment and store teams to ensure accurate and timely delivery of customer orders.
• Partner with internal teams (Marketing, Merchandising, Stores) to resolve issues impacting the customer experience and site operations.
• Document and update customer service policies, FAQs, and training materials to ensure clarity and consistency.
• Identify recurring issues or process gaps and propose solutions to enhance efficiency and customer satisfaction.
• Support the E-Commerce Manager with team scheduling, performance reviews, and workflow improvements.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Experience with AS400 preferred but not required
• Experience or ability to learn how to use vendor management systems, and other programs which assist in the maintenance of our web site, shopping cart and order fulfillment
• Ability to calculate figures and amounts such as discounts, percentages, and volume
• Proficient in Word, Excel, Outlook and Power Point, as well as knowledge of spreadsheets and database software
• Excellent written and verbal communication skills
• Ability to communicate professionally and effectively with customers through telephone conversations and written/email correspondence
• Excellent organizational skills with the ability to plan, prioritize and organize a diversified workload with multiple priorities
• Must have great problem-solving skills and the ability to work well under pressure.
• Exhibit a high level of integrity and business ethics
• Excellent interpersonal, relationship building, employee coaching and development skills
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

Frequent physical demands include sitting, standing, walking, dexterity, and light grasping. Occasional physical demands include lifting up to 50 lbs., bending,…