Service - Customer Service Manager - Ecommerce

**At RØDE we are Passionate about Audio**

Want to work for one of the fastest-growing, most innovative manufacturer-exporters in audio technology in the world today?

The Customer Service Manager - eCommerce is responsible for delivering the best in brand customer service to RØDE direct-to-consumer (e-commerce) customers. It manages the day-to-day operations of a small team that is spread out globally. Ensure that customer order-related contacts are given the highest priority. Additionally, it is a first-level management role, responsible for the team's performance, reporting customer feedback, trends, and issues to stakeholders and collaborating to recommend solutions or suggest changes to websites, products, or services. The role is the escalation point for all things eCom. Must be an enthusiastic team player with outstanding organizational skills, time management and attention to detail.

**About Us**

Part of The Freedman Group, RØDE is a leading manufacturer of high-quality microphones and audio equipment, which can be found in studios, venues, on-location, and in the hands of creatives in every corner of the world. Our products are designed and primarily manufactured by our industry-leading team in Sydney and are exported to over 119 countries globally through more than 6000 dealers, including Amazon, Best Buy, Sweetwater, Guitar Center, Thomann and JB Hi-Fi. Our employees are passionate, hard working, talented and are pivotal to our success.

**Your responsibilities will include**:

- Manage fraudulent orders, Payal disputes and chargebacks through RØDE'S e-commerce platforms.
- Manage declined transactions and contacts.
- Ensure order exceptions are managed promptly so that orders are finalised.
- Work with worldwide carriers, customs and 3PL providers to manage order issues.
- Ensure customer reviews and questions are answered to support sales activities.
- Implement best practices across all touchpoints (process, systems, CX, reporting)
- Define metrics for monitoring team performance.
- Manage frontline service team members who support customers of Freedman Electronics group products, including RØDE Microphones, Event Electronics, Aphex, and SoundField. These customers are primarily supported over tickets, with occasional phone and social channel support.
- Service administration, order support/status/invoicing and processing product returns through eCommerce platforms.
- Liaise with internal teams such as Supply Chain, Warehouse, and Sales to ensure customer orders are fulfilled.
- Monitor, coach and train agents who support customers.

**About you**:

- Excellent verbal and written communication skills
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- At least 4 (four) years of Customer Service experience is required, with prior management experience.
- Marketing, Business, Communications, Electronics, or Audio technology Qualifications are welcome.
- Prior experience managing teams of customer service representatives supporting online retail sales(eCom).
- Team-oriented individual with a solid ability to work under their own initiative and a strong aptitude for self-learning.
- Exposure to eCommerce support and customer queries.
- Experience with Zendesk Enterprise preferred. Other case management software is relevant.
- Experience with Shopify is preferred.
- Experience in dealing with shipping and postage carriers and an understanding of product ordering and fulfilment.
- Demonstrated experience developing and revising SOP, training and policies.

Our campus is designed to create an atmosphere which reflects our love of cutting edge technology, collaboration, and our deep connection to music, film and all things audio. Our production facilities are cutting-edge and are constantly expanding as we increase our capability with new manufacturing technologies and processes. RØDE's investment in our in-house capability is aggressive, unmatched in the industry. Our plant boasts the finest technologies in metal engineering and production, Surface-Mount Technology electronics production, military grade finishing, plastic-injection mould manufacture, and a brand-new, best-practice toolmaking facility.