Manager - Customer Service

ALMO CORP-posted about 7 hours ago

Full-time • Mid Level

Philadelphia, PA

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The E-Commerce Customer Service Manager leads a dual-structured Customer Service Department composed of two core teams: E-Commerce Support Team – focuses on supporting e-commerce customers not related to end-users Brands Customer Service Team – provides direct support to end-users for brand-related inquiries, product issues, and order needs. This role ensures each team operates with excellence while delivering best-in-class service tailored to the distinct needs of their customer types. The manager oversees day-to-day operations, develops high-performing staff, drives process improvement, and ensures seamless, customer-centric interactions across both divisions.

Oversee the daily operations, workflow, and performance of the E-Commerce Support Team and the Brands Customer Service Team (end-users).
Reporting and Analytics: 8x8 Phone system software and NetSuite case management KPI’s Collaborate with the offshore Customer Service partner (Magellan) to ensure appropriate staffing for phone, chat, and email for House Brands support.
Supervise, train, coach, and develop team members across both divisions to ensure high performance and adequate coverage.
Establish clear departmental performance standards tailored to the needs of each customer group. Conduct performance evaluations and provide constructive, continuous feedback.
Monitor and optimize NetSuite usage across both customer service teams to ensure efficiency and accuracy and measure overall performance
Oversee 8x8 phone system utilization and associated metrics for both divisions.
Ensure consistent, timely order management, issue resolution, and service delivery.
Address and manage escalations for both e-commerce clients and end-users with professionalism and urgency.
Troubleshoot orders requiring special handling or attention, ensuring appropriate follow-through depending on customer type.
Ensure all issues—whether B2B or end-user—are resolved with long-term solutions in mind.
Develop, refine, and implement policies and procedures that support the distinct workflows of the E-Commerce Support and Brands teams.
Maintain strong knowledge of company systems, processes, and products with particular emphasis on Almo’s systems and brand requirements.
Partner with operations, sales, brands, and other internal teams to promote communication, solve systemic issues, and improve customer experience across both divisions.
Prepare and present regular reports segmented by team (e-commerce vs. brands) on customer service metrics, trends, and improvement opportunities.
Support strategic initiatives that enhance service delivery for both customer groups.
Pursue ongoing development to stay current with industry best practices in customer service and leadership.
Lead all employment-related decisions including recruiting, hiring, training, performance management, disciplinary actions, rewards, and terminations for both teams.
Manage staffing, scheduling, and bi-weekly payroll for the entire customer service department.
Address employee and customer complaints with sound judgment, professionalism, and confidentiality.
Ensure consistent application of organizational policies and compliance with applicable laws.
Interviewing, hiring, and onboarding staff for both divisions
Planning, assigning, and directing work
Conducting performance evaluations and making compensation recommendations
Coaching, rewarding, and disciplining employees as appropriate
Managing scheduling, attendance, and payroll
Handling escalations and resolving customer issues
Maintaining a cohesive, collaborative team environment across both groups

Bachelor’s Degree required.
Minimum 5 years of customer service and management experience, preferably in e-commerce, consumer products, or dual B2B/B2C environments.
Proficiency in Microsoft Word, Excel, and Outlook.
Excellent verbal and written communication skills.
Strong analytical and mathematical skills with high accuracy.
Demonstrated leadership, organizational, and problem-solving abilities.
Ability to work flexible hours, including evenings/weekends during peak periods.
Highly collaborative, adaptable, and committed to continuous improvement.

CRM experience strongly preferred (NetSuite, Salesforce, Zendesk). Customer Service Certification is a plus.

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