Customer Service and Quality Support Manager

Goodwipes•Atlanta, GA

3d•Hybrid

About The Position

The Customer Service Manager is a critical role responsible for ensuring customer interactions and feedback drive brand growth and continuous improvement in our wipes. This position involves leading the customer service interactions with both the goodwipes team, retailer portals and directly with consumers to achieve exceptional customer satisfaction and loyalty while identifying quality trends that can have a positive or negative impact on the brand. You will report to the Brand Activation and Experience Manager, Connor McKee.

Requirements

Exceptional leadership, communication, and interpersonal skills to collaborate with diverse teams and external stakeholders.
Strong problem-solving and analytical abilities with keen attention to detail.
Ability to manage multiple priorities and projects in a fast-paced environment.
Education: Bachelor's degree in a relevant STEM field, Business Administration or Quality Management
Experience: Minimum of 4-7 years of experience in a customer service role, preferably in consumer packaged goods – personal care products
Proven experience in managing customer service issues.
Technical Skills:
Microsoft Office, experience with on-line customer service platforms
Strong data analysis skills.
Gorgias (or CX platform) experience
Experience with data dashboards
Quality ownership
Retailer portals
Amazon Seller Central and Shopify portals and dashboards
Manage KPI’s and comprehensive dashboard in google drive

Responsibilities

Manage Customer Feedback:
Serve as the primary liaison for all customer related inquiries, comments and complaints, ensuring prompt and effective communication and resolution
Continuous monitoring of all platforms for consumer inquires, comments and requests with a maximum response time of < 12 hours first response time (business day)
All retailer customer portals including Walmart, Target, Kroger, HEB, Albertsons/Safeway, Instacart and all other B&M outlets.
Manage Amazon positive and negative consumer input for Customer Reviews, Buyer Messages, Feedback Manager and Product Q&A Management
Build and maintain a database / dashboard to comprehensively track and analyze all consumer requests / reviews and summarize both positive and negative trends.
Maintain proper tracking and hygiene of our main CX portal system and improve macro’s and SOP’s for smooth operations.
Partner with Product, Ops, and Supply Chain to:
Escalate defect trends
Support root cause analysis
Validate post-fix improvements via customer feedback
Manage DTC Order Inquiries
Respond within <12 hours (same business day) to all DTC order issues (delays, missing items, incorrect shipments…) and coordinate with our warehouse and logistic partners to resolve the issue
Manage tickets end-to-end by quickly identifying the issue, resolving it with empathy and positive energy, and ensuring each customer feels heard and supported.
Identifying patterns or recurring issues, helping surface opportunities to improve the customer experience and reduce future inquiries.