A two-billion-dollar global leader in the high performance and lifestyle footwear industry, Skechers USA, Inc. designs, develops and markets more than 3,000 styles for men, women and children. Skechers' success stems from its employees, high-quality, varied product offering, diversified domestic and international distribution channels, and targeted multi-channel marketing. 

The company offers two distinct footwear categories: a lifestyle division which includes Skechers Memory Foam and the charity line BOBS from Skechers, and Skechers Performance which includes Skechers GOrun and Skechers GOwalk footwear. Through licensing agreements, the company also offers branded apparel, bags, eyewear and more. 

Celebrity product endorsees for Skechers' collections include the world famous drummer Ringo Starr, multi-platinum recording artist Demi Lovato, model and actress Kelly Brook, TV personality Brooke Burke-Charvet, legendary quarterbacks Joe Montana and Joe Namath, baseball stars Pete Rose and Mariano Rivera, and The Voice winner Danielle Bradbery. In addition, elite marathon champion and Boston Marathon winner Meb Keflezighi, elite runner Kara Goucher, and pro golfer Matt Kuchar represent the Skechers Performance Division. 

The Company sells its footwear in department, specialty and independent stores, as well as through more than 1000 Company-owned Skechers retail stores and online at skechers.com. Beyond the United States, Skechers product is available in more than 120 countries and territories through an international network of subsidiaries in Canada, Brazil, Chile, Japan, and across Europe, as well as through joint ventures in Asia and distributors around the world. 

Skechers ships product through a 1.82 million square-foot, fully automated, LEED-Gold certified distribution facility in California that serves North America. The Company also operates a 753,000-square-foot facility in Belgium that serves Europe and ships directly to the rest of the planet.

To meet and exceed customer service goals as set by Management.  Enhance customer service experience of web based consumers.


ESSENTIAL JOB RESULTS

The Ecommerce Customer Service Manager is the "subject matter expert", from a business, operations, customer service and consumer affairs perspective. Ecommerce Customer Service Manager will own many aspects of support, ranging from building scripts for phone / email / online chat to driving initiatives to improve day-to-day processes. 

Ecommerce Customer Service Manager will oversee the day to day operations of the Consumer Affairs Representatives.  They will conduct formal training sessions upon initial hire as well as ongoing refresher courses.

They will evaluate and analyze systems, i.e. email and chat service to ensure it is being used to its maximum benefit. Report on productivity and react accordingly.  Utilize Customer Service and web technologies to increase consumer satisfaction.  Responsible for day to day administration of Live Chat tools and other web based consumer Affairs technology.

 
JOB REQUIREMENTS

• Must possess 3-5 years experience in online customer service or operations
• Outstanding project management experience
• Knowledge of ecommerce systems, content management systems, customer service software,  and best practices
• Sales goal driven with a strong understanding of business drivers that will impact sales
• Good problem solving and analytical skills
• Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service
• Operational/function understanding of ecommerce technologies and websites
• Hands on experience with ecommerce, top-tier web ecommerce engines (i.e ATG, IBM, GSI, MarketLive), customer service software (i.e Instant Service, Right ) and analytics applications (i.e. Coremetrics, Alert Site, Omniture).
• Be proactive in identifying, resolving and communicating challenges
• Ability to work at a detailed level while maintaining an overall project perspective
• Good organizational and time management skills
• Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously

EXPERIENCE AND EDUCATION

• Minimum 2-3 years ecommerce, online customer service management

• Four-year degree in Business, Ecommerce, or related discipline required

Proven Record:

• Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams
• Detail-oriented, demonstrate strong written and verbal communication skills
• Ability to work in a dynamic environment and be results and deadline driven Microsoft Office proficiency with Word and Excel

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.


PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel, and talk or hear.  The employee frequently is required to walk; sit, reach with hands and arms, and stoop, kneel. The employee is occasionally required to sit for long period of times.