1. Position Purpose

• This position is responsible for overseeing daily eCommerce operations, ensuring exceptional customer experience, efficient order processing, and team performance. This role serves as the primary point of contact for escalations, operational issues, and workflow improvements while supporting organizational objectives through leadership, collaboration, and continuous improvement initiatives. The eCommerce Lead partners with cross-functional teams to ensure customer orders are processed timely and accurately. Service levels are achieved, and operational efficiencies are continuously enhanced.

2.  Essential Functions & Principal Accountabilities

• Oversee daily eCommerce operations, including order management, customer inquiries, and case resolution.
• Monitor team workloads to ensure service levels and performance goals are met.
• Manage escalated customer issues and provide timely resolutions.
• Review and analyze operational metrics, identifying opportunities for improvement.
• Ensure compliance with company policies, procedures, and quality standards.
• Collaborate with all departments, as necessary.
• Monitor order flow, back orders, inventory-related concerns, and fulfillment challenges.
• Develop and maintain process documentation, standard operating procedures, and training materials.
• Support system testing, workflow enhancements, and process automation projects.
• Generate and distribute operational reports and performance metrics.
• Provide daily coaching, guidance, and support for team members.

• Conduct onboarding and training for new employees.
• Monitor employee performance and provide constructive feedback.
• Assist management with performance improvement plans and corrective actions when necessary.
• Identify skill gaps and recommend development opportunities.
• Facilitate team meetings, knowledge-sharing sessions, and process training workshops.

3. Additional Responsibilities

• ISO program compliance and support
• Observe and act in accordance with all applicable laws, regulations, and company policies.
• Other duties as assigned.

4.  Skills & Competencies

• Team Leadership
• Coaching and Mentoring
• Employee Development
• Performance Management
• Conflict Resolution
• Change Management
• Customer Experience Management
• Order Management
• Process Improvement
• Workflow Optimization
• Quality Assurance
• SLA Management
• KPI Management
• Root Cause Analysis

• Bachelor’s degree in business, Operations Management, Supply Chain, Marketing, or related equivalent experience.
• Minimum of 3–5 years of experience in eCommerce, Customer Service, Operations, or related field.
• Minimum of 1–2 years of leadership, supervisory, or team lead experience.
• Experience working within high-volume customer service or order management environments.
• Experience leading process improvement initiatives.
• Project management experience.
• Experience developing training materials and standard operating procedures.

6. Technology

• Microsoft Dynamics 365 CE
• Microsoft Business Central
• Power BI
• Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• CRM Platforms
• ERP Systems
• EDI Systems
• E-comm/E-pro Experience
• Reporting & Analytics Tools
• Knowledge Management Systems

7. Essential Physical Demands

• Lift and/or moving materials up to 10 lbs.
• Carrying up to 10 lbs.
• Visual acuity
• Reaching with hands and arms
• Talking
• Hearing
• Use hands to finger, handle or feel objects, tools, or controls.
• Repetitive motions
• Bending
• Crawling
• Crouching
• Sit/Stand

• Indoor work environment
• Ambient room temperatures
• Lighting & traditional office equipment as found in a typical office environment.

EEO Employer – Veterans and IWD are strongly encouraged to apply

Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing jhollins@labelmaster.com.

Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Acknowledgements & Consent

American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:

Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and

Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, satisfactory references, and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.

I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information, including omissions may result in my not being hired or, if already hired, in my dismissal.

I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation, whether enforceable or not, for cause.

I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize, now and in the future, all persons, companies, schools, former employers, credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC, now and in the future, to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so.

If I am hired, I will completely read and remain familiar with ALC's Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at 800-358-6200 x2300