Customer Service and Product Support Manager (CSPSM)

eBuyNow eCommerce Limited

May 13, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/11522

Job Category: 
Management and Operations
Job Specialization: 
Project Management
Job
Company Overview: 

About eBuyNow eCommerce :

As an industry pioneer with headquarters in Victoria BC, eBuyNow is a leading global eCommerce specialist. eBuyNow eCommerce partners exclusively with key Consumer Electronics (CE) brands to extend their product reach and direct fulfilment to a global audience.
Our eComm on-boarding team collaborates together with leading CE companies through all the managed steps of getting their products and brand identity set up on the eBuyNow managed eCommerce Platform (ECP).

We help manage the design, launch planning, IT implementation, eComm packaging, localized pricing and ongoing customer service all the way from imagineering to maintenance.

Top 3 Reasons to Work with Us:

We are a fast paced, dynamic team, constantly pushing the envelope in our environment and have built our company around skilled engineers who contribute to, and foster, a creative culture with rapid release cycles and a fun environment. Our team is full of diversity and we consider it a family but definitely ensure that our employees enjoy a great work/life balance.

Job Summary: 

Customer Service and Product Support Manager (CSPSM) for eBuyNow eCommerce

Customer Service and Product Support Manager; Responsibilities and Functions:

  • Team building - development of the ideal CSM, Dispatcher, Tech Coordinator, PM Supervisor, PM Coordinator and any other admin roles that would roll into service
  • Drives the definition, challenge, and realization of customer service excellence
  • Works with CSR team on dispute resolution and high alert issues
  • Manages the administrative processes related to customer service to ensure it is completed in an accurate, timely, and comprehensive manner
  • Manages operational administrative processes as needed
  • Ensures that customer feedback and sales progress are collected and communicated
  • Strong sense of who our customers are and what will ensure they remain loyal
  • Develops strong relationships with our external customers - dealers, manufacturers, sub-agents, and top customers
  • Works across departments to find service solutions

Required Skills and Qualifications

  • 3 – 5 years of prior Customer Service experience or equivalent combinations
  • Knowledge or use of Zendesk preferred
  • Knowledge or use of Powerpoint and Excel
  • Is technologically competent
  • Staff development
  • Ownership of service excellence
  • Thrives in a fast paced, always changing environment - dynamic
  • Solution driven
  • Process oriented
  • Analytical
  • Natural communicator
  • Proactive and agile
  • A background in Sales or Marketing would be a huge plus
  • Being multilingual a plus
How To Apply: 

Please email your resume and cover letter to quinn.palmer@ebuynow.com