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Customer Service Supervisor

The American Foundation for the Blind

This is a Full-time position in Corpus Christi, TX posted September 7, 2021.

POSITION SUMMARY:Results-orientated position which requires ability to increase market penetration through e-commerce channel by maintaining and marketing Internet commerce website for retail services division. PRINCIPAL DUTIES AND RESPONSIBILITIES:1.Website Management:a.Ensures e-commerce website is fully operational and accessible by customersb.Work with Base Supply Store managers to drive traffic to the Webc.Understanding online sales goals and the needs of the customerd.Provide analytic reports of online salese.Work with Marketing development on Search Engine Optimization (SEO), Social Media & Email marketing2.Customer Service:a.Manages and tracks all orders placed through E-commerce website to ensure timely delivery; resolves any discrepancies with customer ordersb.Manages day-to-day performance of customer service representatives that respond to web-based customer inquiries.c.Compiles customer feedback and recommend changes to website, products to technical and product teams.d.Analyzes service activity data and utilize findings to create resources for training and service improvements.e.Provides ongoing training focused on the support of E-Commerce customers. Ensures that service standards are established and attained.f.Ensures that project/department milestones/goals are met and adhering to approved budgets.g.Responds to customer inquiries via their preferred method of communication; whether by phone, e-mail, or in personh.Communicates with Base Store Managers, keeping them updated on problems, delays, etc., with their customer ordersi.Builds relationships with customers by providing exceptional customer service resulting in extremely high customer satisfaction with goal of securing repeat business3.GSA Schedules:a.Ensures GSA Schedules are consistently updatedb.Responsible for reporting TDR & 72Ac.Responsible for keeping pricing up to date on all schedulesd.Submit Schedule Modifications as necessarye.Keep abreast of Changes from GSA and inform appropriate parties4.Marketing/Sales:a.Identifies potential new customers/agencies (that are not within the realm of STLB Base Supply Stores)b.Markets e-commerce site to potential customers by making on-site visits, calls, etc., and resulting in new customersc.Maintain customer database and send periodic e-mails with new product and discontinued product informationJOB QUALIFICATIONS:1.Associates Degree in Information Management preferred2.Three-years experience with Internet Commerce with strong understanding of Internet Commerce3.3-5 years previous purchasing/direct buying experience4.Experience with start-up retail company preferred5.Demonstrated strong teamwork, interpersonal and communications skills6.Demonstrated strong analytical and problem-solving skills7.Organized and detail oriented8.Ability to establish and maintain effective working relationships with peers and clients9.Ability to multi-task; keep track of priorities and drive projects to deadline10.Independent worker with a high degree of initiative, self-motivation and creativity and can act with minimal daily supervision11.Effective time management skills12.Professional demeanor13.Supervisory experience preferred14.Excellent verbal/written communications skills15.Proficiency with Microsoft Word and Excel16.Current state drivers license and proof of insurabilitySTLB is an Equal Opportunity/Affirmative Action employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age or any other protected characteristic.

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