Customer Service Manager

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HQ ADMIN Full Time Dallas, TX, US

Salary Range: $22.00 To $26.00 Hourly

Baik Brands is looking for a Customer Service Manager to join our expanding team at our headquarters in Dallas! In this role, the candidate will oversee daily Customer Service operations for Online and Retail Stores, ensuring exceptional customer service delivery, and foster a positive shopping experience for our diverse global customer base using Zendesk. Manage the customer service department, assist customers with order inquiries such as lost or wrong orders, address verification, payment verification, canceling orders, process returns, tracking issues, damaged items, product restock information, shipping, and processing times, etc.

Ensure timely, accurate responses, and resolution.

Responsibilities

• Manage the Customer Service department to ensure all customer inquiries are handled properly and efficiently using the Zendesk system for both online and retail stores.
• Ensure prompt, professional, and courteous support across all communication channels
• Review discrepancies such as lost/damage/wrong orders, payment verification, canceling orders, process returns, tracking issues.
• Manage Tik Tok claims & reviews
• Verification of order address, order payments, submit chargebacks via Shopify, Pay Pal, Afterpay, etc.
• Manage escalated customer inquiries or complaints with effective negotiation and problem-solving skills
• Respond to social media comments and DM’s
• Submit claims to Amazon support
• Submit claims to Retail Operations on retail store claims
• Respond to product reviews
• Ship samples for sourcing team
• Fulfill DHL shipping requests
• Maintain inventory changes
• Respond to BBB complaints
• Assist with additional assignments, as needed

Requirements

• Minimum of 5 years’ experience of Customer Service with eCommerce or Retail Stores
• Must be fluent in English
• Must be computer literate (particularly social media platforms, Microsoft Word, and Excel)
• Have reliable Transportation
• This is an in-office position
• Must be able to work Monday – Friday from 7:30AM to 4:00PM

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to carry up to manually carry/lift up to 40 pounds
• Periodically walk, stand, bend, pick, repack orders
• FSA Accounts – Health/Dependent Care
• Casual working environment
• Full-time, In-Office position, Monday – Friday 7:30am – 4:30pm
• Compensation DOE

About Baik Brands:

Baik Brands Inc. is the parent company of Miss A, a leader in DTC e-commerce founded in 2013 and now expanding into Brick and Mortar. Awarded on Inc 5000 fastest-growing companies, we are a hyper-growth company with over 600 employees located in Dallas, TX.

Our mission is simple, Miss A is a one-stop shop for all things beauty and lifestyle. High quality yet affordable, all at the price point of $1.  offers thousands of products and has been recognized in Allure, Teen Vogue, Beauty Insider, and more. Join our fast-growing team to help change the beauty industry!

Baik Brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state, or local law.