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
A well-trained, motivated customer service team
Consistent, professional customer experiences across all ecommerce touchpoints
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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
A well-trained, motivated customer service team
Consistent, professional customer experiences across all ecommerce touchpoints
#J-18808-Ljbffr