ECommerce Customer Service Assistant Manager

• Location 13163 Market Avenue North,Hartville, OH, 44632,United States
• Job Category Manager, HRM ECommerce
• Employee Type Full Time
• Manage Others Yes

Now Hiring
· Leadership Role

Sundays Off Full-Time 40 hrs/week Two-Campus Role Hourly

Regular in-person presence at both locations
· Time divided based on team and operational needs

40 hours per week, Monday-Saturday with one scheduled day off during the week. In-person at both the Hartville and Kidron campuses, with time divided between locations based on team and business needs.

The Ecommerce Customer Service Assistant Manager provides hands-on, day-to-day leadership for the Ecommerce Customer Service team across two campuses. This role supports consistent, high-quality service across multiple brands and customer channels by coordinating daily workflow, serving as the first point of contact for routine questions and escalations, providing real-time coaching, and keeping information and practices aligned across locations.

The Assistant Manager works closely with the Ecommerce Customer Service Manager, steps into customer-facing work when needed, and helps create a connected, collaborative team environment across both campuses.

Hartville Hardware Lehman's Phone & Email Chat Marketplace Channels

• Serve as the first point of contact for routine team questions, policy clarification, and day-to-day operational support
• Monitor and coordinate workload across phone, email, chat, marketplaces, and other Ecommerce channels
• Step into customer-facing work during high-volume periods, service disruptions, or staffing gaps
• Monitor daily attendance and schedule adherence; communicate recurring concerns to the Manager

• Handle first-level requests for management assistance and routine customer escalations
• Review exceptions involving refunds, replacements, shipping issues, discounts, and policy guidelines
• Identify recurring customer concerns and recommend practical solutions or process improvements

• Provide timely, real-time coaching and feedback to reinforce service expectations and consistent practices
• Assist with onboarding and training new team members
• Identify individual and team training needs and share observations with the Manager
• Help maintain current process documents, training materials, and AI-supported knowledge resources
• Hold team members accountable to performance and service standards; have candid, constructive conversations when expectations aren't being met

• Monitor queues, backlogs, response times, and unresolved cases; help prioritize work during peak periods
• Coordinate routine issue resolution with fulfillment, merchandising, marketing, IT, stores, and other departments
• Identify workflow gaps and recommend practical improvements that support service quality and efficiency

• Ensure updates are shared promptly and consistently across both campuses
• Maintain regular visibility and connection with team members at both locations, encouraging collaboration and knowledge sharing
• Bring employee concerns, operational barriers, and morale issues to the Manager's attention
• Provide concise updates on team performance, recurring issues, and emerging trends
• Document coaching and provide objective observations to support Manager-led performance reviews

• 2+ years of customer service contact center or call center supervisory experience
• High school diploma or GED required;
  Associate’s degree in Business preferred
• Ability and willingness to travel weekly between the Hartville and Kidron campuses
• Strong verbal and written…