Customer Experience Supervisor
youronlinemarketplaceElma (NY)
About the role
YourOnlineMarketplace (YOM) is a tech startup company based in East Aurora, New York – just 20 minutes outside of Buffalo. We specialize in e-commerce and are positioning ourselves for continued strategic growth. At YOM, we pride ourselves upon offering a flexible and creative culture. We feel strongly about:
Being an excellent communicator because our employees play a key role in ensuring a seamless customer experience through regular collaboration with internal and external stakeholders.
Understanding the whole business because our employees are empowered to collaborate with one another in an effort to continually improve the efficiency of our customer‑focused operations, which requires an understanding of how it all fits together.
Having a strong attention to detail because our top priority is to deliver a smooth and efficient online shopping experience for our e‑commerce consumer base.
Being in the know of music, literature, and Hollywood trends because you’ll have the opportunity to brainstorm and imagine product mixes that fit the needs and interests of our e‑commerce consumer base.
Job Description:
We are seeking a full‑time Customer Experience Supervisor to join our operations. We’re looking for a sharp, ambitious, creative and goal‑driven problem solver to join our business.
Key Responsibilities: Answering customer service inquiries over email based system and phone
Act as the primary liaison with customers utilizing current system to process and track customer issues, change orders, returns, exchanges and buyer refunds
Arrange for the return of any damaged/defective products to our suppliers including follow‑up procedures to ensure that replacement products are received and refunds are properly credited to our company accounts
Collaborate with other functions to develop product mix offerings
Continually implement improved processes and procedures for managing interactions with customers and ensuring credits/re‑shipments from suppliers
Other duties as assigned including notifying customers when orders are shipped, cross‑training in other departments, as well as administrative projects and related tasks to improve the overall quality and profitability of our company
Extensive training and on‑boarding will be provided to ensure your comfort and success. Benefits include paid holidays and an employer matching retirement plan. Hours are 9am‑5pm Monday‑Friday with some flexibility and the possibility of additional hours during peak sale seasons.
Qualifications
Requirements: Previous leadership experience
Basic computer competency
Strong capacity for problem‑solving and developing creative solutions
Willingness to learn new computer programs and systems
Preferred Qualifications:
Associates or bachelors degree (exceptional candidates with equivalent experience will also be considered)
Previous customer service experience and/or e‑commerce experience is helpful
Additional Information: All of your information will be kept confidential according to EEO guidelines.
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