Want to join an organization that focuses on creating a place employees LOVE to work? We are looking for humble, hungry, and smart people that fit our culture and core values who love to work with customers and employees. Enjoy a fast-paced area of a growing business, but also have work-life balance as the team works an 8:00 AM – 5:00 PM Monday – Friday schedule. E-Commerce experience is a bonus, but not required.

CleanFreak.com, a division of Kelsan, is currently searching for an E-Commerce Customer Service Manager to join our Knoxville team. CleanFreak.com is a leading online seller of cleaning equipment in the U.S. and reaches thousands of businesses and users across the country through online marketing efforts including PPC advertising, Search Engine Optimization, E-Mail Marketing, social media, and other activities. This role leads a team of E-Commerce Support Specialists that provides a great experience for our customers through inbound phone calls and chat by training and developing our team, solving customer issues, and developing and improving our processes.

E-Commerce Customer Service Manager Responsibilities:

• Lead, manage, and hold direct reports accountable for achieving departmental and individual goals.
• Develop and execute the strategic plans for Customer Service through departmental meetings to achieve each area’s priorities.
• Ensure incoming calls and chats are handled by team to achieve hold time goal.
• Ensure Customer Service tickets are completed by team to achieve 90% of target times.
• Ensure Customer Service Orders, Returns, and Warranty Issues are entered accurately and followed up on to process timely and accurately.
• Develop team and processes to provide excellent customer experience and resolve customer issues including responses to social media and call escalations to improve customer experience ratings.
• Collaborate with Marketing and E-Commerce Operations Teams to identify and resolve website technical, content, or customer experience issues.

E-Commerce Customer Service Manager Qualifications:

• Bachelor's degree or equivalent experience
• 3+ years' of customer service
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)

Benefits:

• Competitive salary
• Medical, dental, vision, PTO, 401k with discretionary employer match, Health Savings Account, Flex-Spending account, life and disability insurance, wellness rewards program
• Great work environment with community outreach and team building opportunities
• Referral bonuses
• Product offering discounts

KELSAN, INC. is an EEO/AA Employer M/F/D/V and a Tennessee Certified Drug Free Workplace.