Goodwipes

Customer Service and Quality Support Manager

Goodwipes

part-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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About the role

  • Manage Customer Feedback: Meet and EXCEED customer expectations with rapid response time and helpful service levels.
  • 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)
  • 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
  • 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
  • Identifying patterns or recurring issues, helping surface opportunities to improve the customer experience and reduce future inquiries.

Requirements

  • Bachelor's degree in a relevant STEM field, Business Administration or Quality Management
  • 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.
  • 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
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer service managementdatabase managementdashboard creationroot cause analysisquality managementSOP improvementmacro developmentconsumer feedback managementissue resolution
Soft Skills
communicationproblem-solvingcustomer focuscollaborationanalytical thinkingattention to detailtime managementadaptabilityinterpersonal skillsorganizational skills
Certifications
Bachelor's degree in STEMBachelor's degree in Business AdministrationBachelor's degree in Quality Management