**Job Title:** Online Customer Service Manager
**Company:** Ingram Micro
**Location:** Philadelphia, Pennsylvania, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5
**Job Description:**
Ingram Micro is seeking an energetic and confident Online Customer Service Manager to join our dynamic team in Philadelphia, Pennsylvania. This part-time position is ideal for individuals with a strong background in customer service and a passion for providing extraordinary support to our online customers. You will have the opportunity to contribute to a thriving environment that values resilience and embraces change.
**Key Responsibilities:**
- **Leadership & Team Management:** Oversee the daily operations of the online customer service team, ensuring high performance and motivation levels. Foster a culture of collaboration and continuous improvement.
- **Customer Support & Interaction:** Handle complex customer inquiries and issues across multiple online channels, ensuring prompt and satisfactory resolution. Provide guidance and support to team members in addressing challenging customer situations.
- **Training & Development:** Develop and implement training programs for new and existing team members, ensuring they are equipped with the necessary tools and knowledge to provide exceptional customer service.
- **Performance Monitoring:** Analyze customer service metrics and team performance to identify areas for improvement. Create weekly and monthly reports on team performance and customer satisfaction.
- **Process Improvement:** Work collaboratively with cross-functional teams to identify and implement process enhancements that improve customer experience and operational efficiency.
- **Customer Relations Management:** Build and maintain strong relationships with customers, proactively seeking feedback and acting on it to enhance service delivery.
- **Product Knowledge:** Stay informed about Ingram Micro products, services, and promotions to effectively assist customers and support the sales process within our digital channels.
- **Crisis Management:** Take charge of escalated issues, ensuring that all complaints are handled professionally and resolved in a timely manner.
**Requirements:**
- **Experience:** Minimum of 5 years of experience in a customer service role, preferably in an online environment.
- **Education:** Bachelor's degree in a relevant field is preferred but not required.
- **Personality Traits:** Energetic and confident, with a passion for helping others and creating a positive experience.
- **Soft Skills:**
- Excellent communication skills, both verbal and written, with the ability to engage and connect with different audiences.
- Strong presentation skills to facilitate training sessions and team meetings effectively.
- **Technical Proficiency:** Familiarity with customer service software, CRM platforms, and online communication tools. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- **Problem-Solving Skills:** Ability to think critically and creatively when addressing customer needs and resolving issues.
- **Adaptability:** Demonstrated ability to thrive in a fast-paced and changing environment, maintaining a positive attitude in the face of challenges.
**Benefits:**
- Competitive retirement plan.
- Visa sponsorship options available.
- Profit sharing incentives based on company performance.
**Working Environment:**
At Ingram Micro, we believe in fostering a work culture that is resilient and embraces change. As a part-time Online Customer Service Manager, you will have the opportunity to create a meaningful impact in a supportive and collaborative environment.
**Deadline to Apply:** October 22, 2024
**Equal Opportunity Statement:**
Ingram Micro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply.
If you are passionate about providing exceptional online customer service and feel you meet the requirements, we invite you to apply and become part of the Ingram Micro family!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
