Customer Support & Sales Manager

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Full Time Headquarters, Indianapolis, IN, US

Salary Range: $19.00 To $20.00 Hourly

Customer Support & Sales Manager

Chief Sales & Marketing Officer

Hourly Non-Exempt

Full-Time

09/14/2026

The Customer Support & Sales Manager is a key role dedicated customer support while driving direct sales growth, customer retention, promotional execution, sales reporting, and supports professional events/ This role serves as a point of contact for customers across communication channels, manages assigned customer account and order workflows, identifies sales opportunities, and coordinates the pulling of show and event materials. The position partners closely with Sales, Marketing, Operations, Fulfillment, and other departments to deliver strong customer experience, accurate business information, and measurable sales results.

None

• Lead primary phone, company chat, email, and Gorgias support; assess inquiries, resolve issues, provide technical product guidance, or direct the customer to the appropriate department.
• Communicate professionally and promptly across all customer channels to support satisfaction, retention, and positive representation of Malibu Wellness and its brands.
• Manage customer issues including miss-ships, damages, complaints, errors, returns, and RMAs; complete investigations and documentation through Wrike and/or Net Suite in accordance with SOPs and ISO standards.
• Manage direct customer accounts and profiles in ERP, including addresses, contacts, payment information, terms, tax documentation, and other account requirements in coordination with accounting.
• Act as a backup to enter sales orders in ERP, including direct sales, replacement, non-revenue, event, and employee orders; provide order confirmations, status updates, and tracking information.
• Act as a backup to monitor  and Shopify orders, including local pickup activity, and use Shopify administration tools to update orders, customer information, and account notes.
• Use  and other approved resources to help customers locate information, place orders, register professional accounts, and access FAQs.
• Drive direct sales through product recommendations, promotional awareness, upselling, cross-selling, follow-up, and identification of new account and growth opportunities.
• Develop and execute customer outreach that supports acquisition, reactivation, retention, and growth of swim shop accounts.
• Maintain the Malibu C Affiliate Program through Growth Hero, including affiliate activation, payouts, analytics, and recurring performance reporting.
• Support sales planning and forecasting by assisting with the review of customer activity and vendor portals, communicating assumptions, assisting with new-account analysis, and maintaining accurate sales data.
• Maintain sales information in Net Suite, vendor portals, Partner Marketplace, price lists, promotional calendars, the Sales Promotion Grid, shared files, presentations, and other sales tools.
• Manage customer support communications received through phone, email, website inquiries, and other direct customer contact channels, ensuring timely and professional resolution
• Maintain and manage the company salon locator, monitor submitted inquiries and location updates, identify potential issues, and coordinate resolution with the appropriate internal teams.
• Serve as a backup resource for social media customer engagement activities when needed, monitoring inquiries and escalating customer concerns to ensure timely response and resolution.
• Coord…