Customer Service Manager - Shopify, Amazon & Social Media

Job Title: Customer Service Manager - Shopify, Amazon & Social Media

Job Type: Full-Time, Remote

About Us: We are a rapidly growing CPG food and dietary supplement business with national distribution in the USA. Our brand is dedicated to providing high-quality products and an exceptional customer experience. We are looking for an experienced Customer Service Manager who is hands on and will manage customer service for our Amazon store, newly launched Shopify Store and assist with account management for a major retailer we work with.

Job Description: As a Customer Service Manager, you will be the first point of contact for our customers, ensuring that their inquiries and concerns are handled professionally and efficiently. You will be responsible for managing customer interactions, resolving issues, and maintaining a high level of satisfaction. Additionally, you will help develop our customer service manual and processes to ensure consistency and efficiency as our business grows. This role will report directly to our CEO and has a lot of potential for advancement.

Key Responsibilities:
Respond to customer inquiries via email, social media, and occasional phone call in a timely and professional manner.
Process returns, refunds, and exchanges in accordance with company policies.
Track and manage customer orders, providing updates as needed.
Address and resolve complaints, escalating issues when necessary.
Monitor and manage customer reviews and feedback, engaging with customers to enhance satisfaction.
Maintain a Voice of Customer (VOC) log that tracks customer interactions and helps us identify areas that we can improve product, messaging, etc.
Collaborate with CEO to improve overall customer experience.
Assist with Shopify store management, including updating product information, inventory tracking, and order processing.
Identify trends in customer inquiries and provide recommendations for process improvements.
Develop and document customer service policies, procedures, and scripts to create a comprehensive customer service manual.

Qualifications:
3+ years of experience in customer service in e-commerce.
Experience with Shopify and Amazon customer service.
Experience with responding to customers via Facebook and Instagram.
Excellent written and verbal communication skills.
Strong problem-solving skills and the ability to think critically.
Ability to work independently and manage multiple tasks efficiently.
Experience in the CPG or dietary supplement industry is a plus.
Experience in developing customer service documentation or training is a plus.
Experience responding to Amazon feedback and/or Amazon Customer Reviews is a plus.

What We Offer:
Competitive compensation based on experience.
Flexible work hours and a fully remote position.
Opportunity to be part of a fast-growing brand with long-term potential.
Supportive and collaborative work environment.