Sales and Service Manager

Benefits Company parties Competitive salary Employee discounts Flexible schedule Free food & snacks Opportunity for advancement Paid time off Customer Service & Sales Manager (Ecommerce) Position Overview The Customer Service & Sales Manager oversees all ecommerce customer interactions, from pre-sale questions and quotes to order support and post-purchase follow-up. This role is responsible for driving revenue through excellent customer experiences while managing and developing a team of two customer service agents. The ideal candidate is both customer‑obsessed and sales‑minded, with strong leadership and process‑building skills. Key Responsibilities Manage all incoming ecommerce customer inquiries via email, phone, chat, and other channels Oversee customer quotes, sales conversations, and order support to ensure timely, accurate responses Drive conversion by guiding customers through product selection, pricing, and purchasing decisions Lead, train, and manage two existing customer service agents, including scheduling, performance coaching, and accountability Establish and optimize customer service and sales processes, scripts, and workflows Monitor key performance metrics such as response time, conversion rate, customer satisfaction, and revenue influenced Act as the escalation point for complex customer issues or high-value sales opportunities Collaborate with marketing, ecommerce, and operations teams to improve the customer experience and sales funnel Identify customer feedback trends and recommend improvements to products, policies, and website experience Qualifications 3+ years of experience in ecommerce customer service and/or inside sales Previous people‑management or team‑lead experience required Strong sales mindset with the ability to close and upsell when appropriate Excellent written and verbal communication skills Experience with ecommerce platforms, CRM systems, and customer service tools Highly organized with strong attention to detail and follow‑through Ability to balance day‑to‑day customer interaction with team leadership and strategy What Success Looks Like Faster response times and higher customer satisfaction Improved quote‑to‑sale conversion rates A well‑trained, motivated customer service team Consistent, professional customer experiences across all ecommerce touchpoints #J-18808-Ljbffr