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Our Companies:

Our family of brands includes luxury and consumer goods that offer better-for-you options across the health and wellness industry. Were looking for a highly motivated and proactive Customer Service Manager who will maintain exceptional service standards and sustain high customer satisfaction.

The Role:

The Customer Service Manager will report to the Director of Brand Marketing and will be responsible for performing a variety of tasks within the operations division of the company. This includes maintaining high customer satisfaction, increasing customer retention and monitoring customer concerns. The Customer Service Manager is also responsible for creating a positive customer experience, while implementing strategic customer service policies that exemplifies and aligns with the brands mission and vision.

Location:

HYBRID: Louisville, KY - Onsite Monday - Thursday, Work from Home Friday

Responsibilities Can Include:

• Develop customer service policies, procedures, and standards
• Improve customer experience, create engaged customers, and facilitate growth
• Oversee all customer service and customer experience initiatives from inception to execution
• Create and execute strategies that will positively impact customer retention and improve overall customer experience
• Communicates and serves customers with empathy, a positive attitude, and professionalism
• Resolve more complex and escalated customer complaints personally
• Work closely with other internal departments such as our Social Media, Quality Assurance, Warehouse, and E-commerce Teams
• Serve as a champion, advocate, and example of the companys principles
• Impact customer loyalty and retention by creating and tracking personalized offers
• Maintain relationships with profitable customers
• Administer system maintenance and software implementations
• Managing various internal software, including shipping and fulfillment, subscription, and rewards applications
• Enforce company policies and procedures
• Ideate strategic ways to convert customer inquiries through additional revenue and sales
• Analyse Customer Service reports and present to upper management
• Manage, mentor, and develop members of the Customer Service Team
• Perform other related duties as assigned

Requirements

• 2-3 years of experience in a similar role
• Excellent time and team management skills
• Enjoys mentoring and growing a team
• Customer support expert
• Familiarity with CRM systems and practices
• Experience with Gorgias, Shopify, ShipStation, etc. is a plus
• Excellent written and verbal communication skills
• Ability to analyze customer data, reports, and have strong problem-solving skills
• Self-starter with the ability to work independently
• Ability to multi-task, prioritize, and time manage effectively in a fast-paced environment
• Bachelor's Degree required

Benefits

• Competitive Salary
• Health Benefits: Medical, Dental, Vision, Life Insurance, Disability, HSA / FSA / Dependent Care FSA
• 3 weeks PTO + 8 paid holidays
• 6 weeks paid parental leave
• 401(k) plan with employer match
• Monthly cell phone stipend
• Free product
• AND MUCH MORE!