Customer Support Administrative Manager

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Full Time Indianapolis, IN, US

3 days ago Requisition

Salary Range: $19.00 To $20.00 Hourly

Job Title:Customer Support Administrative Manager

Reports to:Chief Sales & Marketing Officer

Classification:Hourly Non-Exempt

Job Type:Full-Time

Effective Date:08/18/2026

Job Summary:

The Customer Administrative Support Manager is a key role dedicated to delivering exceptional customer experiences while supporting efficient cross‑departmental operations at Malibu Wellness, Inc. This position serves as a primary point of contact across all communication channels, manages order and customer account workflows, and supports sales, marketing, and education initiatives. In addition, the role ensures accuracy across systems and portals, assists with reporting and forecasting activities, maintains administrative and office functions, and collaborates broadly to uphold strong brand representation and operational effectiveness.

Supervisory Responsibilities:None

Duties/Responsibilities:

• Primary phone support, company chat support , and email support; assess the nature of the inquiry and respond accordingly or direct to the appropriate department.
• Greet and assist visitors at reception; monitor sign-in log and guest badges.
• Communicate effectively with customers through all channels to ensure customer satisfaction and professional representation of the company and brand image.
• Maintain and grow the Malibu C Affiliate Program via Growth Hero by activating pending affiliates, initiating monthly payouts, gathering analytics, and creating weekly, monthly, quarterly, and yearly reports.
• Be familiar with  to assist customers in finding information, placing orders, registering professionals, and utilizing the FAQs.
• Use the Shopify administrative dashboard to look up and edit customer orders, update customer information, and add notes to accounts.
• Assist with entering orders into ERP for direct sales, replacement orders, non-revenue, and quarterly employee orders. Acts as an additional backup to Customer Support and Fulfillment Manager (secondary support).
• Receive, review, investigate, and respond to direct customer issues such as miss-ships, damages, complaints, and errors. Complete investigations and documentation through Wrike and/or Net Suite, following SOPs and ISO standards.
• Provide direct customer awareness of promo calendar, upselling when appropriate and communicating relevant deals.
• Assist with developing new direct customer profiles and maintain current profiles in ERP, including updates to addresses, emails, payment info, terms codes, and tax IDs. Coordinate with Accounting as needed to confirm tax-exempt status and ensure documentation is current. Acts as an additional backup to Customer Support and Fulfillment Manager (secondary support).
• Monitor online orders from  and track local pickup orders daily.
• Initiate monthly gift cards to Education Team Independent Contractors.
• Provide timely, positive communication to internal and external customers regarding order status.
• Assist with sales and marketing initiatives including but not limited to Swim Team and Swim Shop initiatives.
• Monitor Amazon customer reviews in partnership with third-party-vendor.
• Respond to social media direct messages and engage with comments on Malibu C and Malibu
  -owned brands (secondary social media support).
• Answer technical questions about products across all communication channels (phone, email, chat, social media) both Malibu C and Malibu-owned brands.
• Support sales planning and forecasting by coordinating with Sales, reviewing vendor portals, communicating…