Head of Customer Care Department in Soloway Decor

Soloway Decor - a company engaged in the sale of decor elements of its own production in the USA on Amazon, Ebay, Etsy marketplaces

We currently have a position openHead of Customer Care Department. Such a specialist will develop the customer support department, you will have 6 specialists under your command, and ensure the smooth operation of the department so that our customers are always satisfied. 
If you:

• have a level of Senior or team management experience (from6 months, from 5 subordinates

  have a level of English B2+ and above;

• can work in modemultitasking;

• haveanalytical thinking and attentive to details;

• want and ready to take responsibility;

• can work withlarge amounts of data;

• easily find a common language with people and have developed communication skills;

• ready to scale their skills with the project
  
  

  submit your resume and join our team!

Functional duties:

• Transfer and sort received orders from marketplaces into a spreadsheet (in CRM)

• Draw design layouts of products at the request of the client

• Machine layouts for polygraphic printing

• Buy shipping labels for sending to customers

• Transfer layouts and shipping labels to the production shop

• Check status of previous shipments

• Identify and resolve cases of parcel delay/loss

• Answer customers' questions

• Resolve cases of customer complaints about products or delivery

• Control the workload of the team, form the work schedule of the team

• Organize interaction with counterparties

• Control key performance indicators of processes and teams

• Form TK for process automation

• Update instructions and knowledge base

• Set up your department's work programs

Requirements:

• Experience in customer service, logistics or production (3+ years)

• Knowledge of business processes from order to delivery to the customer, understanding of production processes

• Experience in creating and implementing work rules, instructions, procedures

• Advanced level of using Google Sheets (formulas, functions, data analysis)

• English B2 or higher

• Technical literacy, ability to configure computer programs

What we expect from the role of Head of department: 

• Describe workflows and algorithms

• Create rules, prepare work instructions, knowledge base, onboarding programIngu

• Organize the process of obtaining compensation from carriers for detained/lost parcels

What do we offer:

• cooperation with the following counterparties: Amazon, Etsy, Ebay, Stamps, USPS, UPS, DHL /l>

• Fully remote work format

• A contract between American yur person and physical person/FOP

• Payment of Rewards to US $ on Payoneer account