Job Posting: Senior Customer Service Manager (E-Commerce & Wholesale)
Position Title: Senior Customer Service Manager
Location: Mount Airy, NC with expectations of working primarily on-site
Employment Type: Full-Time
About Us
We are passionate about equipping adventurers, hardworking professionals, and Western lifestyle enthusiasts with the gear and apparel they need. With a strong presence in both e-commerce and wholesale markets, we pride ourselves on offering premium products and exceptional service to our customers—whether they’re shopping for personal use online or stocking their shelves as business partners.
We are seeking a dynamic Senior Customer Service Manager to lead and optimize our customer service strategy across both e-commerce and wholesale channels, ensuring we exceed the expectations of individual customers and business partners alike.
Position Overview
The Senior Customer Service Manager will oversee the customer service team to deliver exceptional support to both e-commerce and wholesale customers. This role requires a deep understanding of the unique demands of the outdoor, work, and western industries, balancing personalized customer service for online shoppers with professional account management for wholesale partners.
You will also be responsible for ensuring customer compliance with established requirements to enhance satisfaction and reduce company chargebacks.
You will lead by example, developing a team that embodies our commitment to quality, reliability, and customer satisfaction.
Key Responsibilities
Leadership & Team Development:
- Lead, mentor, and inspire a team of customer service professionals serving e-commerce and wholesale customers.
- Develop specialized training programs to ensure the team provides tailored service for online shoppers and wholesale accounts.
- Foster a collaborative and motivating environment that encourages professional growth and high performance.
E-Commerce Customer Service:
- Ensure e-commerce customers receive personalized, knowledgeable, and friendly support through all channels (website, email, live chat, social media).
- Address escalated customer concerns, including order inquiries, shipping issues, and product recommendations, to ensure timely, satisfactory resolutions.
- Optimize the customer journey by collaborating with the e-commerce team to streamline checkout processes and reduce friction.
Wholesale Account Management:
- Manage customer service processes for wholesale accounts, including order processing, inventory inquiries, and post-sales support.
- Act as the primary point of contact for key wholesale partners, providing timely updates on orders, shipments, and product availability.
- Collaborate with sales and operations teams to ensure seamless coordination for wholesale fulfillment.
- Oversee customer compliance to ensure adherence to established requirements, improving customer satisfaction and reducing company chargebacks.
Operations Management:
- Oversee daily operations, ensuring efficient management of e-commerce inquiries and wholesale account support.
- Develop workflows that accommodate the differing needs of individual shoppers and wholesale clients.
- Plan for and manage peak seasons (e.g., holiday sales, hunting season, or workwear demand cycles).
Customer Experience Strategy:
- Craft and implement a service strategy that aligns with the unique needs of e-commerce shoppers and wholesale partners.
- Monitor customer feedback from both groups to identify pain points and implement proactive solutions.
- Enhance satisfaction by introducing innovations in service processes and tools for both e-commerce and wholesale platforms.
Collaboration & Advocacy:
- Partner with the e-commerce, marketing, and product teams to align customer service efforts with online promotions and product launches.
- Work closely with the wholesale team to ensure seamless communication and support for business partners.
- Provide insights and recommendations based on customer feedback to improve product offerings and overall operations.
Qualifications
- Bachelor’s degree in business administration, Customer Service Management, Retail Management, or a related field.
- 7+ years of customer service experience, including at least 3 years in a leadership role serving both e-commerce and wholesale customers.
- Expertise in the outdoor, work, and/or western industries, with a strong understanding of the products and customer profiles.
- Proven ability to manage high-performing teams and build strong customer relationships.
- Experience with wholesale account management and e-commerce platforms.
- Excellent problem-solving, organizational, and communication skills.
- Proficiency in customer service tools (e.g., CRM platforms, live chat systems, e-commerce platforms, and wholesale order management software).
Preferred Skills
- Knowledge of e-commerce platforms (e.g., Shopify, Magento) and wholesale CRM systems.
- Familiarity with the unique challenges of the outdoor and workwear wholesale markets.
- Bilingual abilities to enhance service for diverse customer groups.
- Certification in customer service excellence or leadership (e.g., CCXP, Six Sigma).
- Experience utilizing tools like ChatGPT or other AI-powered platforms to enhance customer service workflows, improve response times, and provide innovative solutions.
What We Offer
- Competitive salary and performance-based bonuses.
- Comprehensive benefits, including health, dental, vision, and retirement plans.
- Discounts on outdoor gear, workwear, and western apparel for personal and team use.
- Opportunities for career growth and professional development.
- Flexible work arrangements and paid time off for personal outdoor adventures or community involvement.
- A vibrant, inclusive workplace culture that celebrates a passion for the outdoors, hard work, and Western heritage.
How to Apply
If you’re ready to lead a customer service team that supports adventurers, hardworking professionals, and wholesale partners alike, submit your resume and a cover letter to Donna Smith at dsmith@arevogroup.com.
