Located in West Palm Beach, FL
Pay: $50k-$80k
Job Full Description
Position: Ecommerce Customer Service Manager & Corporate Sales Specialist
Location: West Palm Beach, FL
Salary: $50,000 – $80,000 + Bonus + Corporate Commissions
Schedule: Full-time, Monday–Friday (flexibility required for nights/weekends during peak seasons)
About the Role:
We are seeking a dynamic Ecommerce Customer Service Manager & Corporate Sales Specialist to lead our customer experience (CX) team while driving growth in our corporate gifting channel. This dual role combines operational excellence in customer support with proactive sales development. You will play a key role in delivering best-in-class service and helping grow our corporate client base.
What You’ll Do:
Customer Experience (CX) Management:
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Lead, mentor, and coach CX team members to ensure top-tier service.
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Monitor team interactions across email, chat, and phone for accuracy and empathy.
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Handle escalations, chargebacks, fraud checks, reviews, and customer recovery.
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Maintain SOPs, templates, and macros for consistent issue resolution.
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Manage claims from start to finish.
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Plan scheduling, staffing, and training, including for seasonal workforce increases.
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Collaborate with Marketing and Operations to ensure accurate product and shipping information online.
Corporate Sales Specialist:
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Respond to inbound corporate inquiries with professionalism and urgency.
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Develop and execute outbound sales initiatives to achieve revenue targets.
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Maintain accurate records of leads, outreach, and results.
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Oversee customization of corporate orders (greeting cards, packaging, etc.).
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Provide timely reporting on corporate sales pipelines and results.
Technology & Process Development:
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Partner to implement AI-driven prompts in chat for order editing guidance.
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Setup and utilize LinkedIn Sales Navigator, LeadIQ, and Hubspot for corporate outreach.
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Collaborate with IT/Marketing to establish dedicated outreach email domains.
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Participate in technology improvements for Shopify, Gorgias, ShipStation, and Flip AI.
Additional Responsibilities:
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Develop performance metrics and provide coaching for CX agents.
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Collect customer feedback and recommend website/product improvements.
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Support operational needs during peak periods, including hands-on order fulfillment.
Who You Are:
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Bachelor’s degree or equivalent work experience.
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3+ years in customer service management, preferably in e-commerce.
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Experience in corporate or B2B sales is a plus, especially in food or perishable brands.
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Strong leadership, organization, and communication skills.
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Proficient with Shopify, Gorgias, ShipStation, Slack, and Microsoft Office.
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Flexible to work extended hours, nights, weekends, and holidays as needed.
Compensation & Benefits:
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Base Salary: $50,000 – $80,000 (based on experience)
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Bonus: $5,000 – $15,000 (60% company performance, 40% task completion)
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Corporate Commissions:
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1.5% on corporate sales up to $1M
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0.5% on corporate sales above $1M
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1% on assisted external representative commissions
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Work Schedule: Monday–Friday, 40+ hours/week with peak season flexibility
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PTO: 5 consecutive days during summer
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Benefits: Medical, Dental, Vision (after 30 days), 401K (after 6 months)
If you’re ready to lead a passionate CX team while growing corporate revenue, we want to hear from you!
West Palm Beach, FL
3405
2540 Metrocentre Boulevard
Suite 3
West Palm Beach, FL 33407
Apply Now Email Us