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Ecommerce Customer Service Lead

Sedona Staffing Services

0 Positions

ID: 51596786

Posted On 10/28/2025

Job Overview

E-Commerce Customer Service Team Lead

Overview:

We’re looking for an experienced E-Commerce Customer Service Team Lead to oversee daily operations of our online customer support team and ensure a best-in-class digital shopping experience. This role is responsible for leading, coaching, and developing team members while maintaining high service standards, resolving escalated issues, and ensuring smooth order management across multiple systems.

Key Responsibilities:

+ Lead day-to-day operations of the eCommerce Customer Service team (phone, email, chat).

+ Handle escalated customer inquiries and ensure timely, positive resolutions.

+ Coach, train, and mentor team members to uphold service excellence.

+ Monitor key metrics (response time, resolution rate, satisfaction) and implement improvements.

+ Oversee order accuracy, returns, exchanges, and payment verification.

+ Collaborate with Fulfillment, Marketing, Merchandising, and Store teams to support seamless order flow.

+ Document policies, FAQs, and workflows; identify process gaps and propose solutions.

+ Assist the E-Commerce Manager with scheduling, performance reviews, and workflow optimization.

Qualifications:

+ 3+ years’ experience in eCommerce customer service, retail support, or contact center leadership.

+ Strong organizational, communication, and problem-solving skills.

+ Proven experience managing or coaching teams.

+ Proficient in Microsoft Office Suite; experience with ERP, CRM, or eCommerce systems preferred.

+ Ability to multitask and thrive in a fast-paced environment.

+ Familiarity with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo a plus.

Benefits:

Comprehensive benefits package including health, dental, and vision insurance, 401(k) with company match, PTO, paid holidays (including your birthday), associate discounts, and more.

If you have an interest in this position, please send your resume to [email protected]

_Sedona Staffing Services is an equal opportunities employer_

Primary Contact

345401

Sedona Staffing

Human Resources,

563-556-3040

Phone

Phone

Phone

Fax

[email protected]

Email

True

True

True

Job Details

Categories

Advertising/Marketing/Public Relations

Customer Service

Dental

Insurance

Labor

Sales/Service

Location

Dubuque, IA

Job Type

Employee

Full/Part

Pay/Salary

0.00

Company ID

352

Job REQ #

51596786

\# Positions

0

Start Date

20251028

End Date

20251128

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Sedona Staffing Services

About the Company

Sedona Staffing Services is a Certified Woman Owned, global staffing, recruiting, and executive search firm. We locate qualified professionals, who excel in their careers, and provide customized staffing solutions for our client companies. Nationally, we're part of NPAworldwide, a global recruiting network, whose reach allows Sedona to recruit skilled candidates for highly technical, medical, executive, or hard-to-fill positions.

In summary, Sedona specializes in finding the right fit for both job seekers and businesses.

Our customized staffing solutions help businesses reduce costs and risk, increase efficiency, and provide flexibility.

Job seekers benefit from our free services and vast employer connections that aid in their job search and placement.