Customer Support Administrative Manager in Indianapolis, Indiana at Malibu Wellness Inc

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 MalibuC.com 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 NetSuite, 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 MalibuC.com 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 assumptions to Operations, and assisting with new‑account analysis.
• Maintain sales systems and data by updating NetSuite, vendor portals, Partner Marketplace, and sales tools to keep records accurate and current.
• Manage the Return Authorization (RMA) process for product returns in ERP.
• Manage promotions by maintaining the Sales Promotion Grid and promotional calendars, and supporting tracking and post‑event reporting.
• Maintain digital sales assets by keeping shared files and presentations updated and organized.
• Provide cross‑functional sales support by coordinating with Operations, Customer Support, and Fulfillment, including assisting with non‑revenue and small‑pack orders (support only).
• Prepare sales reporting by producing recurring and ad hoc reports, including board materials, and supporting sales meetings, presentations, special projects, and process improvements.
• Oversee office management tasks including supply stocking, printer toner, business cards, maintaining the non-revenue closet, and stocking the facility restrooms with specialty toiletry items.
• Maintain and update Malibu C price lists to reflect new products, pricing changes, customer-specific pricing, or changes requested by Sales.
• Provide sales order confirmations and order tracking to customers upon request.
• Stay informed across all social media platforms, including Facebook, Instagram, TikTok, and YouTube.
• Manage and update the salon locator.
• Support Sales, Marketing, and Education teams as a backup when needed.
• Assist the Education Department with department organization and Contract Manufacturing R&D division and R&D staff with tasks and projects. Acts as backup support when needed.
• Manage the Gorgias platform in full.
• Maintain lobby appearance and manage lobby functions such as turning on video screens, office lights, and other functions as needed.
• Assist with administrative duties as requested by Chief Executive staff.
• Participate in goal setting and performance evaluation with supervisor.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Skills/Abilities:

Education and Experience:

Physical Requirements:

Work Environment:

Equal Employment Opportunity Policy

Malibu Wellness, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.