Theisen's Home Farm Auto · 2 days ago
Ecommerce Customer Service Lead
Dubuque, IA
Full-time
Onsite
Mid, Senior Level
3+ years expTheisen's Home Farm Auto is seeking an E-Commerce Customer Service Team Lead to enhance the online customer experience by managing the eCommerce Customer Service team. The role involves overseeing daily operations, resolving customer issues, and collaborating with various teams to ensure efficient order management and customer communication.
Retail
Hiring Manager
Nikki Clemen
Responsibilities
Lead the daily operations of the eCommerce Customer Service team, ensuring timely responses to all customer inquiries via phone, email, and chat
Serves as the front-line point of contact for customer issues, taking ownership of problem resolution and ensuring a positive outcome
Coach, train, and mentor team members to maintain high standards of service quality, tone, and professionalism
Monitor performance metrics such as response time, resolution rate, and customer satisfaction; provide feedback and improvement plans as needed
Coordinate workload distribution across the team and adjust priorities based on call volume, order volume, and seasonal demand
Ensure accuracy and consistency in handling:
Online orders, returns, and exchanges
Refunds, loyalty points, and promotional adjustments
Fraud review and payment verification
Collaborate with fulfillment and store teams to ensure accurate and timely delivery of customer orders
Partner with internal teams (Marketing, Merchandising, Stores) to resolve issues impacting the customer experience and site operations
Document and update customer service policies, FAQs, and training materials to ensure clarity and consistency
Identify recurring issues or process gaps and propose solutions to enhance efficiency and customer satisfaction
Support the E-Commerce Manager with team scheduling, performance reviews, and workflow improvements
Qualification
Required
Minimum 3 years of experience in eCommerce customer service, retail support, contact center leadership, or related field
Strong organizational and interpersonal skills with the ability manage shifting priorities
Excellent written and verbal communication and problem-solving skills with a focus on customer-first resolutions
Experience managing and coaching and/or mentoring others in a team environment
Proficiency in Microsoft Office Suite; familiarity with ERP, CRM, and eCommerce order management systems
Ability to thrive in a fast-paced environment while maintaining composure and professionalism
Prior experience training others and/or documenting workflows is a plus
Experience with tools such as AS400, Authorize.net, Modern Retail, Signifyd, Avalara, and YotPo preferred
Ability to calculate figures and amounts such as discounts, percentages, and volume
Proficient in Word, Excel, Outlook and Power Point, as well as knowledge of spreadsheets and database software
Excellent organizational skills with the ability to plan, prioritize and organize a diversified workload with multiple priorities
Must have great problem-solving skills and the ability to work well under pressure
Exhibit a high level of integrity and business ethics
Excellent interpersonal, relationship building, employee coaching and development skills
Maintain a positive, empathetic, and professional attitude toward customers at all times
Preferred
Experience with AS400 preferred but not required
Experience or ability to learn how to use vendor management systems, and other programs which assist in the maintenance of our web site, shopping cart and order fulfillment
Benefits
Health, dental, and vision insurance
Flexible spending accounts
Health Savings Account (HSA)
Short-term and long-term disability
Accident insurance
Hospital indemnity insurance
Critical illness insurance
Pet insurance
Identity theft protection
Legal insurance
401(k) with competitive match
PTO
Paid holidays and birthday off
Associate discount and additional perks
Company
Theisen's Home Farm Auto
At Theisen’s, we believe that “people buy from people, not companies.” Since 1927, we've been committed to meeting our customers’ needs in home, farm, auto, pets, clothing, and outdoor products by offering trusted brands at great prices with exceptional service.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase