The Ecommerce Customer Service Assistant Manager provides hands-on, day-to-day leadership for the Ecommerce Customer Service team across two campuses. This role supports consistent, high-quality service across multiple brands and customer channels by coordinating daily workflow, serving as the first point of contact for routine questions and escalations, providing real-time coaching, and keeping information and practices aligned across locations.

The Assistant Manager works closely with the Ecommerce Customer Service Manager, steps into customer-facing work when needed, and helps create a connected, collaborative team environment across both campuses.

Brands and channels supported:

• Serve as the first point of contact for routine team questions, policy clarification, and day-to-day operational support
• Monitor and coordinate workload across phone, email, chat, marketplaces, and other Ecommerce channels
• Step into customer-facing work during high-volume periods, service disruptions, or staffing gaps
• Monitor daily attendance and schedule adherence; communicate recurring concerns to the Manager

• Handle first-level requests for management assistance and routine customer escalations
• Review exceptions involving refunds, replacements, shipping issues, discounts, and policy guidelines
• Identify recurring customer concerns and recommend practical solutions or process improvements

• Provide timely, real-time coaching and feedback to reinforce service expectations and consistent practices
• Assist with onboarding and training new team members
• Identify individual and team training needs and share observations with the Manager
• Help maintain current process documents, training materials, and AI-supported knowledge resources
• Hold team members accountable to performance and service standards; have candid, constructive conversations when expectations aren't being met

• Monitor queues, backlogs, response times, and unresolved cases; help prioritize work during peak periods
• Coordinate routine issue resolution with fulfillment, merchandising, marketing, IT, stores, and other departments
• Identify workflow gaps and recommend practical improvements that support service quality and efficiency

• Ensure updates are shared promptly and consistently across both campuses
• Maintain regular visibility and connection with team members at both locations, encouraging collaboration and knowledge sharing
• Bring employee concerns, operational barriers, and morale issues to the Manager's attention
• Provide concise updates on team performance, recurring issues, and emerging trends
• Document coaching and provide objective observations to support Manager-led performance reviews

• 2 years of customer service contact center or call center supervisory experience
• High school diploma or GED required; Associate’s degree in Business preferred
• Ability and willingness to travel weekly between the Hartville and Kidron campuses
• Strong verbal and written English communication skills across all formats
• Proficiency with Microsoft Office (Word, Excel, Outlook), Google Docs, and call center software; ability to learn additional platforms including Microsoft AX
• Strong time management, attention to detail, and ability to prioritize across a team’s workload
• Able to work calmly and effectively in high-volume or fast-changing situations
• Self-directed and accountable — comfortable working with minimal supervision while staying aligned with team standards
• Collaborative and approachable — someone who builds connection across locations and fosters a consistent team culture

HRM Enterprises is a family-owned and operated company with deep roots in the local community. Our flagship store, Hartville Hardware, has served customers since 1947 and has grown to become the largest independently owned hardware store in the United States. Lehman's, our other primary retail brand, has been serving customers since 1955.

Although our customers span the country, we remain a local, homegrown company that values a welcoming, family-oriented atmosphere and a strong team environment. Learn more at www.hartvillehardware.com and www.lehmans.com.

All offers of employment are contingent upon the successful completion of a background check and drug screening.