Customer Service Supervisor

We're recruiting a full-time Customer Service Supervisor to ensure that all Rough Trade eCommerce customers receive a superb quality of service. The role is based out of our eCommerce Warehouse & Office in Brooklyn, New York, and reports to our Warehouse & Operations Manager. The ideal candidate will thrive in a fast-paced, customer orientated environment, as our eCommerce business is growing rapidly, so we're looking for someone that can grow with the business and help establish Rough Trade as the Number 1 place to buy records, online. Role Responsibilities: Deliver an excellent customer experience online using all of our digital tools. We use Intercom as our main communication platform with customers. React to trends of communication to update and adapt our help-center and other online assets to ensure the right messaging for customers. Maintain the highest standards of customer service and communicate all feedback to the company to improve service across all departments. Perform quality control checks and react to feedback. Listen for feedback about website experience and provide this in a manageable way to developers and eCommerce team. Also ability to troubleshoot and test functionality of our customer's digital journey. Review and adjust our packaging inventory & guidelines to ensure customers receive a first class unboxing experience. Work with warehouse management to review the shipping process and ensure the right carriers and services are used to maximize customer satisfaction and margin. Review open orders with the buying team to make sure all customers are serviced and informed. Manage subscription services and customer experience. Handle all payment disputes and related issues. Preferred Skills & Experience: Excellent attention to detail. 2 years experience in a customer service role. Must be able to handle high volume of inquiries and be objective. Passionate about delivering an excellent level of customer service and a passion for music. High level of digital skills & experience - someone that has used Social Media, CRM and /or chat functions to manage direct consumer feedback. Familiar and comfortable using Intercom, Slack, Airtable, inventory software, Google Business Suite, spreadsheets or other related software. This is a 40 hour a week, full time job. This is a salaried position with opportunities for you to earn over-time based during peaks in demand. It is important to be flexible to cover those peaks. Your typical week is Monday through Friday, but some weekend work will be required for special events throughout the year. Salary is $40K/annum. We offer health, dental and vision benefits to our full time employees after the first 60 days. 3 weeks of vacation available per calendar year and multiple Federal holidays off. NO AGENCIES PLEASE. Locations New York

Location: Church Street, NY, US

Posted Date: 1/19/2025