Customer Experience Supervisor

YourOnlineMarketplace (YOM) is a tech startup company based in East Aurora, New York – just 20 minutes outside of Buffalo. We specialize in e-commerce and are positioning ourselves for continued strategic growth. At YOM, we pride ourselves upon offering a flexible and creative culture. We feel strongly about:

• Being an excellent communicator because our employees play a key role in ensuring a seamless customer experience through regular collaboration with internal and external stakeholders.
• Understanding the whole business because our employees are empowered to collaborate with one another in an effort to continually improve the efficiency of our customer-focused operations, which requires an understanding of how it all fits together.
• Having a strong attention to detail because our top priority is to deliver a smooth and efficient online shopping experience for our e-commerce consumer base.
• Being in the know of music, literature, and Hollywood trends because you’ll have the opportunity to brainstorm and imagine product mixes that fit the needs and interests of our e-commerce consumer base.
  

We are seeking a full-time Customer Experience Supervisor to join our operations. We’re looking for a sharp, ambitious, creative and goal-driven problem solver to join our business. 

Key Responsibilities: 

• Answering customer service inquiries over email based system and phone
• Act as the primary liaison with customers utilizing current system to process and track customer issues, change orders, returns, exchanges and buyer refunds
• Arrange for the return of any damaged / defective products to our suppliers including follow-up procedures to ensure that replacement products are received and refunds are properly credited to our company accounts
• Collaborate with other functions to develop product mix offerings
• Continually implement improved processes and procedures for managing interactions with customers and ensuring credits/re-shipments from suppliers
• Other duties as assigned including notifying customers when orders are shipped, cross-training in other departments, as well as administrative projects and related tasks to improve the overall quality and profitability of our company

Extensive training and on-boarding will be provided to ensure your comfort and success. Benefits include paid holidays and an employer matching retirement plan. Hours are 9am-5pm Monday-Friday with some flexibility and the possibility of additional hours during peak sale seasons. 

Requirements:

• Previous leadership experience
• Basic computer competency
• Strong capacity for problem-solving and developing creative solutions
• Willingness to learn new computer programs and systems

Preferred Qualifications:

• Associates or bachelors degree (exceptional candidates with equivalent experience will also be considered)
• Previous customer service experience and/or e-commerce experience is helpful

All of your information will be kept confidential according to EEO guidelines.