Job Description

Are you looking for a dynamic opportunity?  Do you dream of leading and growing with a company that is committed to being on the cutting edge of technology?  Then look no further; Art Van Furniture, the Mid-West’s largest Furniture and Mattress retailer, is seeking an eCommerce Sales Support Supervisor.

 

You may be asking yourself, what competencies would we be looking for in an eCommerce Sales Support Supervisor?  Well, we are glad you asked!  In this position, directly reporting to the Manager of Digital Commerce Sales, you will be responsible for working with the Manager of Digital Commerce Sales to set goals and achieve those goals across all customer engagement channels.

 

You will Leads a team of sales support agents in creating an exceptional online guest service and experience across a multitude of channels. You will complete all reporting for the Digital Commerce Sales & Support functions on a daily, weekly, monthly, quarterly basis.

The position will also be responsible for the following: 

  • Complete all reporting for the Digital Commerce Sales & Support functions on a daily, weekly, monthly, quarterly basis.
  • Ensure that the Sales Support staff has what they need to provide top notch support across the following efforts:
    • Assist guests with their questions, concerns, or issues through a variety of medias (social media, Q&A, reviews, etc.)
    • Contact guests regarding updates to their orders including, but not limited to: ETA changes, COD balances, overdue pick-ups, FedEx tracking information, etc
    • Review daily reporting and resolve outstanding concerns and corrections needed.
    • Class II moderation - ensures that we are aware of the status of Class II orders, and can provide the guest information regarding their order in a timely manner.
    • Processes FedEx claims for damaged or missing FedEx claims as well as communicates the proper information to any requesting store.
  • Partners with Sales team to resolve guest concerns submitted through above channels.
  • Proactively drive dramatically improved customer and employee experience through efficiency, effectiveness and automation improvements.
  • Develop team of direct reports through ongoing performance management, coaching, and counseling.
  • Stay abreast on current trends in customer engagement to ensure that we are providing best in class service.
  • Fill in for the Sales Manager as needed.
  • Ensure the support staff is scheduled appropriately for proper coverage of all the required tasks to ensure proper guest service.
  • Aid the sales team through Live Chat when needed.
  • Partner with custom orders to maintain up to date information on Class II.
  • Contact guests regarding Merchandise availability, scheduling delivery, pre/post delivery courtesy calls ensuring the delivery/merchandise were satisfactory.
  • Other tasks as assigned.
  • Authority as detailed in the Company’s Standard Operating Procedures.
  • Apply corporate values (PARTNERS.)
  • Ensure that the Sales Support staff has what they need to provide top notch support across the following efforts:
    • Assist guests with their questions, concerns, or issues through a variety of medias (social media, Q&A, reviews, etc.)
    • Contact guests regarding updates to their orders including, but not limited to: ETA changes, COD balances, overdue pick-ups, FedEx tracking information, etc
    • Review daily reporting and resolve outstanding concerns and corrections needed.
    • Class II moderation - ensures that we are aware of the status of Class II orders, and can provide the guest information regarding their order in a timely manner.
    • Processes FedEx claims for damaged or missing FedEx claims as well as communicates the proper information to any requesting store.
  • Partners with Sales team to resolve guest concerns submitted through above channels.
  • Proactively drive dramatically improved customer and employee experience through efficiency, effectiveness and automation improvements.
  • Develop team of direct reports through ongoing performance management, coaching, and counseling.
  • Stay abreast on current trends in customer engagement to ensure that we are providing best in class service.

Skills / Requirements

The successful candidate will possess the following skills and experiences:

  • Associates Degree or equivalent combination of education, training and experience.
  • A minimum of one year of successful experience working in a Digital Commerce or internet sales environment; marketing and sales.
  • Experience in sales leadership or supervision
  • Experience in a fast-paced customer service environment.

Knowledge/Skills/Abilities:

  • Ability to effectively communicate verbally and in writing.
  • Strong customer orientation with excellent interpersonal communication skills.
  • Exhibits a calm professional demeanor in resolving difficult situations with guests.
  • Strong analytical and problem solving skills.
  • Demonstrated ability to handle multiple tasks simultaneously.
  • Detail oriented with excellent organizational skills.

Knowledgeable with Word and Excel, as well as other computer operating systems.

 

Art Van offers a competitive salary combined with an excellent benefits package.  Interested applicants can apply on-line on our website at: jobs.artvan.com.  Learn more about Art Van by viewing our company video at: https://www.youtube.com/watch?v=-zbH9Ynfp0Q&feature=youtu.be.

 

 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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