Job Description

Overview:

The

E-Commerce Customer Success Manager

manages merchant service coordinators who are responsible for interaction with merchants on a day-to-day basis regarding operations performance, service, and continuous improvement projects. Works with cross- functional team to engage in high priority merchant opportunities that drive the business to the next level in achieving agreed upon profitability, service, and merchant satisfaction. This position reports to the Senior Director, eCommerce.

1st Shift Available

Responsibilities:
Manages, plans, and develops merchant service coordinators who are responsible for eCommerce client relationships Oversees' key strategic merchant accounts, working directly with merchant and/or assigned merchant service coordinator to meet needs and defined success criteria Resolves day-to-day issues and identify proactive opportunities to drive value to clients Coordinates the involvement of NFI management, including sales, operations, finance and others in order to deliver expected delivery performance. Will organize meetings and updates as appropriate Works with operations during any new onboarding or start up process to ensure merchant expectations are achieved Leads a joint company strategic account planning process that develops mutual performance and cost objectives for new business Creates and monitors dashboards to track performance and expenses Ensures detailed SOP's are utilized and updated as required Establishes productive, professional relationships with personnel at assigned accounts Coordinates QBRs by preparing documents and ensuring appropriate team members from NFI and merchant participate Communicates internal and external obstacles that is limiting growth, service, and profitability Defines and articulates business strategies by applying knowledge based on the eCommerce industry Responds to ongoing support requests from merchants and merchant service coordinators

Qualifications:
Degree - BA / BS preferred 5 to 7 years' experience in Supply Chain Management, or customer service Proven success in strategic thinking delivering internal/external results Strong acumen in computer software applications using MS office; Access, Excel and PowerPoint, as well as warehouse operating systems and Kronos Project Management skills Excellent oral, written, and communications skills Excellent presentation skills Must be proactive and able to work independently Ability to multi-task, prioritize, and manage time effectively Quick learner with a strong desire to work in a fast paced environment Ability to travel up to 25%, with extended travel for start-ups/special projects

Other:

This is a client-facing position responsible for supporting cross-functional teams

in support of new business growth. Demonstrated communication skills, program

management/project management skills, and team facilitation skills are required.

Experience facilitating workshops, team projects, and client consulting

engagements is critical.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

LA County Applicants: The Company will consider qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws.