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Almo Corporation · 1 day ago

Manager - Customer Service

Philadelphia, PA

Full-time

Onsite

Mid, Senior Level

5+ years exp

Almo Corporation is seeking an E-Commerce Customer Service Manager to lead a dual-structured Customer Service Department. This role involves overseeing daily operations, developing high-performing staff, and ensuring best-in-class service for distinct customer types.

Consumer ElectronicsElectronics

Responsibilities

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

Monitor and optimize NetSuite usage across both customer service teams to ensure efficiency and accuracy and measure overall performance

Oversee 8x8 phone system utilization and associated metrics for both divisions

Ensure consistent, timely order management, issue resolution, and service delivery

Address and manage escalations for both e-commerce clients and end-users with professionalism and urgency

Troubleshoot orders requiring special handling or attention, ensuring appropriate follow-through depending on customer type

Ensure all issues—whether B2B or end-user—are resolved with long-term solutions in mind

Develop, refine, and implement policies and procedures that support the distinct workflows of the E-Commerce Support and Brands teams

Maintain strong knowledge of company systems, processes, and products with particular emphasis on Almo’s systems and brand requirements

Partner with operations, sales, brands, and other internal teams to promote communication, solve systemic issues, and improve customer experience across both divisions

Prepare and present regular reports segmented by team (e-commerce vs. brands) on customer service metrics, trends, and improvement opportunities

Support strategic initiatives that enhance service delivery for both customer groups

Pursue ongoing development to stay current with industry best practices in customer service and leadership

Lead all employment-related decisions including recruiting, hiring, training, performance management, disciplinary actions, rewards, and terminations for both teams

Manage staffing, scheduling, and bi-weekly payroll for the entire customer service department

Address employee and customer complaints with sound judgment, professionalism, and confidentiality

Ensure consistent application of organizational policies and compliance with applicable laws

Interviewing, hiring, and onboarding staff for both divisions

Planning, assigning, and directing work

Conducting performance evaluations and making compensation recommendations

Coaching, rewarding, and disciplining employees as appropriate

Managing scheduling, attendance, and payroll

Handling escalations and resolving customer issues

Maintaining a cohesive, collaborative team environment across both groups

Qualification

Customer service managementE-commerce experienceCRM proficiencyAnalytical skillsLeadership abilitiesMicrosoft OfficeCommunication skillsProblem-solving skillsCollaboration