Customer Service Manager

Job Description

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Customer Service Manager to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

How you’ll CREATE:
• Work with eCommerce store management, labels, and production partners to ensure on-time proactive messaging for production delays, changes, or cancellations
• Help to identify and delegate department projects as needed
• Work with platform vendors to maintain and enhance performance, delivering optimal solutions for the Customer Service team
• Assist with general oversight of policy updates
• Streamline customer issues and follow up process to ensure customers are satisfactorily responded to in a timely manner
• Management of outsourced teams
• Quality assurance analysis and general process implementation of AI bot system
• Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center

Bring your VIBE:
• 2+ years of management experience
• 5+ years of customer service experience
• Strong communication skills, both verbal and written
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation
• Excellent follow-up skills and 100% follow through on commitments
• Result and action-oriented, resourceful and efficient
• Strong work ethic, highly motivated, upbeat personality, team player
• Ability to analyze and report on trends and issues
• Strong computer skills; Microsoft Office, Internet search skills
• Bachelor’s Degree in business or related field preferred

Perks Playlist:
• Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
• Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
• Student Loan Repayment Assistance
• Employee Developmental Support
• Annual Gym Reimbursement Package
• Pet Insurance, plus much more!

Universal Music Group is an Equal Opportunity Employer

Jobcode: Reference SBJ-rz3222-18-219-112-111-42 in your application.