Apply on Employer Site

5280 Brands · 2 weeks ago

Client Services Manager

United States

Full-time

Remote

Entry, Mid Level

$80K/yr - $90K/yr

2+ years exp

5280 Brands is seeking a highly motivated and customer-focused Client Services Manager to support their growing family of natural wellness brands. The role involves fostering meaningful relationships with customers, resolving issues, and ensuring a seamless experience across multiple touchpoints for various brands.

BeautyConsumer GoodsWholesale

Diversity & Inclusion

Responsibilities

Foster genuine, positive relationships with our B2C customers by responding to incoming inquiries via chat, email, phone, and text. Address orders, concerns, and product questions promptly, ensuring each customer feels heard and valued

Support the setup and optimization of Gorgias, including configuring auto-responses and AI agents to streamline customer service processes and improve response times

Demonstrate a high level of verbal and written communication proficiency, using empathetic language and clear, structured responses. Address customer concerns with active listening, mirroring, and precise language to ensure understanding and satisfaction

Become a subject matter expert on the products across our family of brands, staying informed about company updates and industry trends. Use this knowledge to effectively advise and guide customers, ensuring their satisfaction and facilitating conversions

Oversee and resolve customer service issues for our B2B clients, addressing concerns promptly and ensuring their satisfaction. Process incoming customer orders, ensuring accuracy in order details and timely fulfillment while proactively addressing any issues that arise throughout the process

Work with a variety of software programs like Shopify, Amazon, TikTok, Google Suite, Gorgias, logistics software, and more to resolve customer service issues efficiently. Leverage these tools to streamline communication, and ensure timely resolutions for customer inquiries and concerns

Gather customer feedback and provide recommendations to leadership for improvements in products, services, and policies. Identify opportunities to enhance the customer experience by evaluating client needs and concerns

Work closely with cross-functional teams, including sales, marketing, and operations, to address and resolve customer inquiries and issues. Ensure a seamless experience for customers by aligning with internal teams

Take on additional tasks and responsibilities as assigned by management, ensuring the smooth operation of customer service efforts and contributing to company-wide goals

Qualification

Customer Service ExpertiseE-commerce ExperienceShopifyGorgiasTech-SavvyGoogle SuiteCommunication SkillsProblem-SolvingCollaboration SkillsDetail-OrientedFeedback-Oriented

Required

Bachelor's degree or higher required

2+ years of e-commerce customer service experience

Strong written and verbal skills required

Experience with Shopify, Gorgias, Klaviyo, and Google Suite

Proven experience in customer service, particularly in high-growth e-commerce or CPG brands

Exceptional communication skills

Detail-oriented and tech-savvy

Ability to manage both B2B and B2C customer service challenges with professionalism and efficiency

Expert communicator who actively seeks out customer feedback

Ability to collaborate cross-functionally across brands

Experience in resolving customer service issues promptly

Ability to maintain expert product knowledge

Experience in managing customer orders accurately and timely

Ability to utilize software to manage customer issues efficiently

Ability to provide insightful feedback for improvements

Ability to support and execute operational tasks as assigned

Benefits

Granted company Stock Appreciation Rights after 90 days of employment.

Company sponsored healthcare plan (medical, dental, and vision) - 100% of healthcare premium covered by the company (includes 100% dependent/domestic partner coverage).

Pet insurance - 100% of the premium covered by the company.

Generous retirement plan (401k with 8% company match).

Unlimited paid time off upon request and approval.

16 paid company holidays annually.

Employees receive free products across our family of brands for personal use.

Family and friends discounts on all products.