E-Commerce Manager
Description
📍 South Africa (Remote EST hours [15:00 - 23:00 SAST])
💰 R540,000 – R630,000 per year
🚀 Build smarter customer support for a US wholesale business
💡Partner directly with the Director of Sales and influence customer experience across multiple sales channels.
Role Overview
A US-based wholesale and distribution business is looking for a Sales Support & Customer Experience Manager to strengthen service across its business and online sales channels. This is an opportunity to shape how the business supports customers, equips sales representatives and scales its operations.
Reporting to the Director of Sales, you will combine daily customer support with ownership of process improvements, automation and AI adoption. You will lead a small team, with scope to develop the function as business needs evolve, while staying directly involved in complex enquiries and escalations.
- Lead sales support across channels, helping sales representatives and business accounts with product information, pricing, quotations, stock availability and orders.
- Manage customer enquiries across phone, email, live chat and helpdesk channels, resolving escalations and improving the post-purchase experience.
- Investigate delivery damage, product defects and order discrepancies, balancing customer needs with the cost and practicality of each resolution.
- Redesign and document workflows, introducing automation, AI tools, response templates and knowledge resources to improve service efficiency.
- Establish service standards and track response times, resolution times, customer satisfaction and claim costs to guide improvements.
- Coach and develop the support team through clear responsibilities, training and performance expectations.
- Improve new-account onboarding and work with sales leadership to strengthen lead response, customer retention and account relationships.
- At least 3 years’ experience in customer experience, sales operations, customer support or a related function; team leadership experience is preferred.
- Evidence of implementing process improvements and independently delivering operational changes.
- Experience supporting B2B accounts or sales representatives, alongside direct customer enquiries and post-purchase issues.
- Practical experience using ERP, CRM and helpdesk systems, with an interest in or experience implementing automation and AI tools.
- Experience managing customer communication across written and telephone channels, including complex complaints and claims.
- A background in wholesale distribution, e-commerce or another physical-product business is advantageous.
- Availability to work 09:00 –17:00 US Eastern Time (15:00 - 23:00 SAST), with live phone availability, your own laptop and reliable internet.
- R540,000 – R630,000 per year
- US Eastern business hours, with a proposed shift of 15:00–23:00 South African time