Limitless Walls
Linkedin · Posted 1mo ago
Sales and Service Manager
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Indexed description
Benefits:
- Company parties
- Competitive salary
- Employee discounts
- Flexible schedule
- Free food & snacks
- Opportunity for advancement
- Paid time off
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
- 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
- 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
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