E-Commerce / GB2 Customer Experience Lead

PRIMARY FUNCTION:

The E-commerce Customer Representative Lead plays a pivotal role in driving an exceptional customer journey across the GB2 e-commerce program. Acting as both a frontline problem solver and a team mentor, this role combines hands-on customer support with leadership responsibilities. The Lead serves as a subject matter expert, overseeing complex inquiries, resolving escalations, and ensuring service excellence through consistent communication with customers, Walmart, carrier partners, and internal teams.

Beyond daily case management, the Lead actively contributes to the development and training of customer experience teams, ensuring frontline agents and 3rd-party partners are equipped with the tools and knowledge to deliver best-in-class service. This position is also responsible for identifying trends, analyzing feedback, and recommending process improvements that strengthen operational efficiency, reduce service gaps, and elevate customer satisfaction.

As a liaison between customers and internal stakeholders, the E-commerce Customer Representative Lead embodies the voice of the customer, ensuring that feedback, insights, and challenges are addressed proactively. Success in this role requires a balance of strategic thinking, hands-on execution, and strong leadership, ultimately ensuring that every customer interaction reflects the company’s commitment to excellence.

ESSENTIAL FUNCTIONS:

Customer Support & Communication

• Respond daily to GB2 e-commerce customer pre-delivery and post-delivery questions and concerns.
• Process GB2 e-commerce customer order cancellation requests.
• Assist with order tracking, shipping inquiries, and order status updates.
• Manage communications with carrier services, including rescheduling, coordinating installation requests, and serving as a liaison between Walmart, carriers, and customers.
• Escalate complex customer issues to GB2 leadership with clear, concise communication.
• Resolve customer concerns and answer questions with professionalism and efficiency.
• Meet personal and team service targets, including call and chat handling quotas.
• Adherent to established communication procedures, guidelines, and policies.
• Refer issues to management when additional support is required.
• Maintain a calm and professional demeanor when addressing challenging situations.

System & Case Management

• Accurately update case data in Zendesk and Walmart Seller Storefront.
• Monitor and respond to customer reviews within Walmart Seller Center.
• Maintain logs and ensure training documentation is updated as processes evolve.

Training & Team Support

• Assist the Customer Experience Team in updating GB2 training materials.
• Support the training of 3rd-party customer experience call center agents.
• Act as the main point of contact for 3rd-party call center partners.

Leadership & Oversight

• Serve as the first point of escalation for customer service agents, guiding complex cases.
• Monitor daily performance and provide feedback to ensure SLAs are met.
• Assist in workforce management by helping schedule coverage, balancing workloads, and flagging resource needs.

Reporting & Process Improvement

• Track and report on key customer service metrics such as response times, resolution rates, and cancellation trends.
• Analyze customer feedback and reviews to identify recurring issues and recommend solutions.
• Partner with cross-functional teams (logistics, IT, warehouse, sales) to address systemic issues impacting the customer experience.
• Conduct quality assurance checks on cases to ensure compliance with policies and professionalism.
• Recommend and implement process improvements to enhance efficiency and customer satisfaction.

Knowledge Management

• Maintain and update internal knowledge base content.
• Ensure SOPs (Standard Operating Procedures) are well-documented and followed consistently.

All other duties as assigned. 

 Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 3–5 years of experience in customer service, preferably in an e-commerce or retail environment.
• 1–2 years of experience in a lead or supervisory role is highly desirable.
• Proficiency with customer service tools (Zendesk, Walmart Seller Center, CRM platforms).
• Strong computer literacy, including Microsoft Office Suite (Excel, Word, Outlook).

Preferred Qualifications:

• Previous experience with Zendesk or other customer support software preferred.
• Prior experience in customer experience, e-commerce, or call center operations strongly preferred.
• Strong communication, interpersonal, and motivational skills with the ability to collaborate across teams.
• Ability to leverage experience and sound judgment to plan, prioritize, and achieve goals.
• Self-reliant, proactive, and results-driven with strong problem-solving abilities.
• Adaptability to thrive in a fast-paced, evolving environment.
• Proficiency with MS Office Suite (Excel, Word, Outlook, PowerPoint).
• Flexibility to take on additional duties and responsibilities assigned