Access Dubuque
Ecommerce Customer Service Lead
Sedona Staffing Services
0 Positions
ID: 51596786
Posted On 10/28/2025
Job Overview
E-Commerce Customer Service Team Lead
Overview:
We’re looking for an experienced E-Commerce Customer Service Team Lead to oversee daily operations of our online customer support team and ensure a best-in-class digital shopping experience. This role is responsible for leading, coaching, and developing team members while maintaining high service standards, resolving escalated issues, and ensuring smooth order management across multiple systems.
Key Responsibilities:
Lead day-to-day operations of the eCommerce Customer Service team (phone, email, chat).
Handle escalated customer inquiries and ensure timely, positive resolutions.
Coach, train, and mentor team members to uphold service excellence.
Monitor key metrics (response time, resolution rate, satisfaction) and implement improvements.
Oversee order accuracy, returns, exchanges, and payment verification.
Collaborate with Fulfillment, Marketing, Merchandising, and Store teams to support seamless order flow.
Document policies, FAQs, and workflows; identify process gaps and propose solutions.
Assist the E-Commerce Manager with scheduling, performance reviews, and workflow optimization.
Qualifications:
3+ years’ experience in eCommerce customer service, retail support, or contact center leadership.
Strong organizational, communication, and problem-solving skills.
Proven experience managing or coaching teams.
Proficient in Microsoft Office Suite; experience with ERP, CRM, or eCommerce systems preferred.
Ability to multitask and thrive in a fast-paced environment.
Familiarity with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo a plus.
Benefits:
Comprehensive benefits package including health, dental, and vision insurance, 401(k) with company match, PTO, paid holidays (including your birthday), associate discounts, and more.
If you have an interest in this position, please send your resume to Hannah@careerpros.com
Sedona Staffing Services is an equal opportunities employer
Primary Contact
345401
Sedona Staffing
Human Resources,
563-556-3040
Phone
Phone
Phone
Fax
info@careerpros.com
Email
True
True
True
Job Details
Categories
Advertising/Marketing/Public Relations
Customer Service
Dental
Insurance
Labor
Sales/Service
Location
Dubuque, IA
Job Type
Employee
Full/Part
Pay/Salary
0.00
Company ID
352
Job REQ #
51596786
# Positions
0
Start Date
20251028
End Date
20251203
Featured Job
TH Ad
TH Comments
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Sedona Staffing Services
About the Company
Sedona Staffing Services is a Certified Woman Owned, global staffing, recruiting, and executive search firm. We locate qualified professionals, who excel in their careers, and provide customized staffing solutions for our client companies. Nationally, we're part of NPAworldwide, a global recruiting network, whose reach allows Sedona to recruit skilled candidates for highly technical, medical, executive, or hard-to-fill positions.
In summary, Sedona specializes in finding the right fit for both job seekers and businesses.
Our customized staffing solutions help businesses reduce costs and risk, increase efficiency, and provide flexibility.
Job seekers benefit from our free services and vast employer connections that aid in their job search and placement.
Sedona Staffing Services
0 Positions
ID: 51596786
Posted On 10/28/2025
Job Overview
E-Commerce Customer Service Team Lead
Overview:
We’re looking for an experienced E-Commerce Customer Service Team Lead to oversee daily operations of our online customer support team and ensure a best-in-class digital shopping experience. This role is responsible for leading, coaching, and developing team members while maintaining high service standards, resolving escalated issues, and ensuring smooth order management across multiple systems.
Key Responsibilities:
Lead day-to-day operations of the eCommerce Customer Service team (phone, email, chat).
Handle escalated customer inquiries and ensure timely, positive resolutions.
Coach, train, and mentor team members to uphold service excellence.
Monitor key metrics (response time, resolution rate, satisfaction) and implement improvements.
Oversee order accuracy, returns, exchanges, and payment verification.
Collaborate with Fulfillment, Marketing, Merchandising, and Store teams to support seamless order flow.
Document policies, FAQs, and workflows; identify process gaps and propose solutions.
Assist the E-Commerce Manager with scheduling, performance reviews, and workflow optimization.
Qualifications:
3+ years’ experience in eCommerce customer service, retail support, or contact center leadership.
Strong organizational, communication, and problem-solving skills.
Proven experience managing or coaching teams.
Proficient in Microsoft Office Suite; experience with ERP, CRM, or eCommerce systems preferred.
Ability to multitask and thrive in a fast-paced environment.
Familiarity with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo a plus.
Benefits:
Comprehensive benefits package including health, dental, and vision insurance, 401(k) with company match, PTO, paid holidays (including your birthday), associate discounts, and more.
If you have an interest in this position, please send your resume to Hannah@careerpros.com
Sedona Staffing Services is an equal opportunities employer
Primary Contact
345401
Sedona Staffing
Human Resources,
563-556-3040
Phone
Phone
Phone
Fax
info@careerpros.com
True
True
True
Job Details
Categories
Advertising/Marketing/Public Relations
Customer Service
Dental
Insurance
Labor
Sales/Service
Location
Dubuque, IA
Job Type
Employee
Full/Part
Pay/Salary
0.00
Company ID
352
Job REQ #
51596786
# Positions
0
Start Date
20251028
End Date
20251203
Featured Job
TH Ad
TH Comments
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Seasonal Client Service Representative
Cottingham & Butler/ SISCO
Customer Care Specialist
Flexsteel Industries, Inc
Customer Service Representative
Welu, Inc.
Service Representative - Licensed
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Fidelity Bank & Trust
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Administrative Service Coordinator
Managed Solutions Group
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Share this Job
Sedona Staffing Services
About the Company
Sedona Staffing Services is a Certified Woman Owned, global staffing, recruiting, and executive search firm. We locate qualified professionals, who excel in their careers, and provide customized staffing solutions for our client companies. Nationally, we're part of NPAworldwide, a global recruiting network, whose reach allows Sedona to recruit skilled candidates for highly technical, medical, executive, or hard-to-fill positions.
In summary, Sedona specializes in finding the right fit for both job seekers and businesses.
Our customized staffing solutions help businesses reduce costs and risk, increase efficiency, and provide flexibility.
Job seekers benefit from our free services and vast employer connections that aid in their job search and placement.