Ecommerce Team Lead

Top Notch Distributors Job Description Last Reviewed: Thursday, September 4, 2025

Title: ECOMMERCE TEAM LEAD

Department: Customer Care

Pay Status: Non-Exempt

Reports To: Customer Service Supervisor 

JOB SUMMARY

The Ecommerce Team Leader is responsible for providing quality and efficient customer service to customers both internal and external, for entering E-commerce orders, and for ensuring all Preferred account requests are handled timely. Additionally, they are responsible for assisting managers with the development and implementation of training the team on e-commerce accounts.

OUR VALUES ARE KEY

• Integrity is key – We are reliable with our words, responsible for our actions and lead with humanity.
• Team, Team, Team – Create a safe, supportive and respectful team atmosphere that generates collaboration, transparency and opportunity for all.
• Customer Connection – We take pride in being the most knowledgeable in the industry. We strive to deliver dependable and trustworthy results in every aspect of the customer experience.
• Take The Long View – As individuals and a team we make strategic choices that support the long-term health of our company, our families and our community.
• Celebrate The Day! – We celebrate the wins each day. We acknowledge each other’s successes.

ESSENTIAL FUNCTIONS

• Strong problem solving skills and the ability to make sound decisions
• Strong ability to interpret and process data
• Strong process improvement skills.
• Strong written, verbal and interpersonal skills.
• Frequently required to sit, bend and reach
• Frequently required to type, process information and use fine finger manipulation
• Frequently required to use hands to finger, reach with hands and arms and talk or hear
• Specific vision abilities required for this job include close vision, color vision and the ability to adjust and focus
• Occasionally required to stand, walk, stoop, kneel or crouch

JOB FUNCTIONS

• Responding to customer e-mails
• Answering phone calls from customers
• Answering customer chats
• Entering replacement orders 
• Processing customer returns
• Tracking packages, correcting any issues with package delivery (address change, exceptions, and interceptions) 
• Checking ship dates on orders by contacting the vendors 
• Checking stock & lead times on product
• Ensure new and current employees have the appropriate training and resources to perform their jobs
• Provide the appropriate coaching, counseling, direction, and resolution to less experienced employees as needed
• Participate in product sessions, meetings, and skills training with changes related to product or order processing
• Provide light technical support as needed 
• Answer reception calls as needed 
• Reporting as needed
• Adjusting task schedules as needed
• Works directly with other departments to resolve issues
• Assist the manager to establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Use appropriate judgment in upward communication to manager and supervisor regarding department or employee concerns
• Suggests methods to improve operations, efficiency, and service
• Responsible for solving work related issues, using problem solving skills when manager or supervisor are not available
• Other projects as assigned by manager

JOB REQUIREMENTS

• Excellent verbal and written communication skills
• Strong Microsoft Office knowledge.  
• Profit 21 knowledge a plus
• Minimum of 1 year customer service related experience
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Must adhere to all safety and housekeeping policies and guidelines.
• Assist the manager with the daily operation of call center to include the development and implementation of training programs. 
• Work as a member/leader of special or on-going process improvement projects 

EDUCATION

• High School Diploma or GED equivalent required
• Associates Degree preferred