Manager - Customer Service

E-Commerce Customer Service Manager

The E-Commerce Customer Service Manager leads a dual-structured Customer Service Department composed of two core teams :

E-Commerce Support Team - focuses on supporting e-commerce customers not related to end-users

Brands Customer Service Team - provides direct support to end-users for brand-related inquiries, product issues, and order needs.

This role ensures each team operates with excellence while delivering best-in-class service tailored to the distinct needs of their customer types. The manager oversees day-to-day operations, develops high-performing staff, drives process improvement, and ensures seamless, customer-centric interactions across both divisions.

Essential Duties And Responsibilities

Team Leadership & Operations

• Oversee the daily operations, workflow, and performance of the E-Commerce Support Team and the Brands Customer Service Team (end-users).
• Reporting and Analytics : 8x8 Phone system software and NetSuite case management KPI's Collaborate with the offshore Customer Service partner (Magellan) to ensure appropriate staffing for phone, chat, and email for House Brands support.
• Supervise, train, coach, and develop team members across both divisions to ensure high performance and adequate coverage.
• Establish clear departmental performance standards tailored to the needs of each customer group. Conduct performance evaluations and provide constructive, continuous feedback.

Systems, Processes & Customer Support

Dual-Team Operational Strategy & Continuous Improvement

Administrative & HR Responsibilities

Supervisory Responsibilities

Minimum Requirements

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Diversity Statement

At DCC Technology, we deeply value diversity and inclusion. We recognize the unique contributions each team member brings to our dynamic culture and are dedicated to fostering an inclusive environment where every individual feels valued, heard, and celebrated. Our commitment extends to offering flexible working arrangements, ensuring that we accommodate the diverse needs of our colleagues and stakeholders. By joining us, you'll be part of shaping the future at DCC Technology, driving forward initiatives that not only make a real difference but also reflect the rich tapestry of our global community. Let's innovate together, embracing diversity to inspire groundbreaking solutions.