Sales and Service Manager

Position Overview

The Customer Service & Sales Manager oversees all ecommerce customer interactions, from pre-sale questions and quotes to order support and post-purchase follow-up. This role is responsible for driving revenue through excellent customer experiences while managing and developing a team of two customer service agents. The ideal candidate is both customer-obsessed and sales-minded, with strong leadership and process-building skills.

• Manage all incoming ecommerce customer inquiries via email, phone, chat, and other channels
• Oversee customer quotes, sales conversations, and order support to ensure timely, accurate responses
• Drive conversion by guiding customers through product selection, pricing, and purchasing decisions
• Lead, train, and manage two existing customer service agents, including scheduling, performance coaching, and accountability
• Establish and optimize customer service and sales processes, scripts, and workflows
• Monitor key performance metrics such as response time, conversion rate, customer satisfaction, and revenue influenced
• Act as the escalation point for complex customer issues or high-value sales opportunities
• Collaborate with marketing, ecommerce, and operations teams to improve the customer experience and sales funnel
• Identify customer feedback trends and recommend improvements to products, policies, and website experience

• 3+ years of experience in ecommerce customer service and/or inside sales
• Previous people-management or team-lead experience required
• Strong sales mindset with the ability to close and upsell when appropriate
• Excellent written and verbal communication skills
• Experience with ecommerce platforms, CRM systems, and customer service tools
• Highly organized with strong attention to detail and follow-through
• Ability to balance day-to-day customer interaction with team leadership and strategy

• Faster response times and higher customer satisfaction
• A well-trained, motivated customer service team
• Consistent, professional customer experiences across all ecommerce touchpoints