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Sales and Service Manager
Limitless Walls
- King, North Carolina, United States
- King, North Carolina, United States
Über
Job Description
Customer Service & Sales Manager (Ecommerce)
Position Overview The Customer Service & Sales Manager oversees all ecommerce customer interactions, from pre-sale questions and quotes to order support and post-purchase follow-up. This role is responsible for driving revenue through excellent customer experiences while managing and developing a team of two customer service agents. The ideal candidate is both customer-obsessed and sales-minded, with strong leadership and process-building skills.
Key Responsibilities
* Manage all incoming ecommerce customer inquiries via email, phone, chat, and other channels
* Oversee customer quotes, sales conversations, and order support to ensure timely, accurate responses
* Drive conversion by guiding customers through product selection, pricing, and purchasing decisions
* Lead, train, and manage two existing customer service agents, including scheduling, performance coaching, and accountability
* Establish and optimize customer service and sales processes, scripts, and workflows
* Monitor key performance metrics such as response time, conversion rate, customer satisfaction, and revenue influenced
* Act as the escalation point for complex customer issues or high-value sales opportunities
* Collaborate with marketing, ecommerce, and operations teams to improve the customer experience and sales funnel
* Identify customer feedback trends and recommend improvements to products, policies, and website experience
Qualifications
* 3+ years of experience in ecommerce customer service and/or inside sales
* Previous people-management or team-lead experience required
* Strong sales mindset with the ability to close and upsell when appropriate
* Excellent written and verbal communication skills
* Experience with ecommerce platforms, CRM systems, and customer service tools
* Highly organized with strong attention to detail and follow-through
* Ability to balance day-to-day customer interaction with team leadership and strategy
What Success Looks Like
* Faster response times and higher customer satisfaction
* Improved quote-to-sale conversion rates
* A well-trained, motivated customer service team
* Consistent, professional customer experiences across all ecommerce touchpoints
Sprachkenntnisse
- English
Hinweis für Nutzer
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