GoMacro

Customer Support

• Provide courteous, friendly, and accurate support across email, chat, and phone channels.
• Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation.
• Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction.
• Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT.
• Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes.
• Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments.
• Accurately follow processes for lost-package claims and quality escalations.
• Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation.
• Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications.
• Identify and report system issues (Shopify, Recharge, Gorgias, ShipBob) to the Customer Care Supervisor or Manager based on consumer feedback.
• Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details.
• Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends.
• Support cross-functional teams with helpful consumer insights to guide product and operational improvements.
• Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience.
• Other duties as assigned by the supervisor.

Customer Care Specialist

Sales

• Plan and execute sales initiatives aligned to agreed budgets, sales volumes, revenue targets, product mix, and timelines.
• Develop and maintain an organized list of key and target accounts.
• Own and grow relationships with assigned retail customers and key shopper marketing contacts.
• Conduct regular account calls to review in-store priorities, execution, and performance.
• Drive incremental growth by securing new points of distribution and optimizing existing distribution.
• Sell GoMacro products into regional retailers in collaboration with local distribution partners.
• Contribute strategic insights and customer knowledge to the annual account planning process.
• Work closely with Customer Marketing and third-party sales and marketing partners to execute programs effectively.
• Monitor, analyze, and report competitive activity, sharing insights with sales leadership.
• Educate brokers and account teams on MAPS guidelines to drive compliant and profitable outcomes.
• Lead quarterly business reviews (QBRs) with key accounts and broker partners to maximize sales and profitability.
• Collaborate with sales leadership on weekly and monthly sales execution planning, strategy, and tracking of current business in progress, recommending changes as needed.

Customer Care Specialist

Sales Manager – Grocery Channel