Service - Customer Service Manager - eCommerce

at  Rode Microphones

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.

• 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