Newegg Inc.

Manager, Marketplace Seller Services

US-CA-City of Industry - HQ
1 week ago
ID
2017-3843
Category
Marketplace

Purpose Of The Job

To maintain timely support to sellers by managing a team of seller services specialists and coordinating problem-solving resources from other functional teams. To set up service level standards for sellers and monitor service level performance on sellers to ensure customer satisfaction.

Responsibilities/Duties

  • Works with Newegg Marketplace head of operations to set seller services team objectives, goals and priorities according to the overall company and marketplace business goal and objectives. Sets up plan and processes to achieve such objectives, goals and priorities.
  • Accomplishes seller services team human resource objectives by recruiting, selecting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Establish and improve processes and SOP to guide seller services team to work closely with Marketplace business development team and other functional teams (including technical support teams) to manage seller post on-boarding support needs including but not limited to account setup, payment inquiry, service introduction, policy consulting, customer service consulting, etc.
  • Trains seller services team to understand online marketplace business concept and business model. Ensures team members have good knowledge of Newegg's own operation processes and customer service standards. Maintain every team member as effective liaison and point of contact for seller inquiries.
  • Works with marketplace leadership, business development team and Newegg customer service team leadership to establish reasonable customer service level requirement on sellers. Uses all the available tools and reports, creates new reports and tools if necessary to monitor sellers' customer service performance. Provides timely feedback, counseling as well as action to sellers on their abnormal customer service performance level. Provides transparency to internal team on overall customer service performance level on marketplace sellers.
  • Works with Newegg customer service team leadership and marketplace business development team to timely resolve escalated customer service issues related to Newegg marketplace sellers.
  • Identifies areas of improvement including but not limited to internal team SOP, communication processes between seller services team and other functional teams, system tools, etc.
  • Other duties as assigned.

Minimum Requirements & Special Attributes

  • Bachelor degree in business or other related field.
  • 6+ years in supporting Marketplace seller environment, OR customer service, OR account management.
  • 4+ years in setting up team goal and managing team performance 
  • Online marketplace, eCommerce customer service experience, OR both is plus
  • Knowledge of eCommerce order fulfillment processes
  • Knowledge of eCommerce website category taxonomy
  • Excellent verbal and written communication skills
  • Good analytic skill on reporting
  • Strong understanding of Office applications.
  • Project management experience is plus

Essential Mental and Physical Functions

Mental Functions:
Performance of a variety of duties or performs complex duties within established policy guidelines.

Physical Functions:
Sitting required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting required. Constant working on a computer.

Equipment Used

Standard office and computer equipment including MS Office software.

Work Environment

Office cubicle environment with minimal exposure to the environment or health hazards.

Supervisory Responsibilities

Will supervise up to 4 employees.

Language Skills

Must be able to speak, read, write and comprehend English.

Travel Requirements

Travel is not required.

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