Customer Support & Sales Manager in Indianapolis, Indiana at Malibu Wellness Inc
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Job Description
Job Title: Customer Support & Sales Manager Reports to: Chief Sales & Marketing Officer Department: Sales | Classification: Hourly Non-Exempt Job Type: Full-Time Effective Date: 09/14/2026 |
Job Summary:
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.
Supervisory Responsibilities: None
Duties/Responsibilities:
- 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 NetSuite 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 MalibuC.com and Shopify orders, including local pickup activity, and use Shopify administration tools to update orders, customer information, and account notes.
- Use MalibuC.com 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 NetSuite, 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.
- Coordinate cross-functionally with Operations, Fulfillment, Marketing, Finance, and other teams to resolve customer needs, maintain order accuracy, and support sales execution.
- Assist in the maintenance of digital sales assets and ensure customer-facing materials, pricing, presentations, and shared files remain accurate and organized as directed by sales and marketing.
- Conduct product, sales, and brand presentations virtually and in person as required, with emphasis on selling skills, product conversion, and revenue growth.
- Work with Sales leadership to support trade shows, sales meetings, classes, and other events throughout the year, with primary responsibility for digital event coordination, communications, registration management, and attendee support.
- Process inventory, promotional deal, and material requests for shows, conventions, and events through ERP with required approvals.
- Distribute approved sales, product, marketing training materials as needed.
- Organize and facilitate selected Malibu C Academy programs and customer-facing events, with the primary focus on sales conversion, product knowledge, and customer development.
- Oversee assigned office and reception functions, including visitors, lobby readiness, supplies, printer toner, business cards, the non-revenue closet, and related administrative needs.
- Support executive and departmental projects as requested and participate in goal setting and performance evaluation with the Chief Sales & Marketing Officer
- Maintain event material inventory, show checklists, show cage organization, crate packing and unpacking, and pre-event and post-event inventory documentation.
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:
- Positive, energetic, personable and approachable.
- Clear and timely verbal and written communication.
- Professional conduct within an outside office while conducting company business.
- Proficient with Microsoft Office Suite.
- Working knowledge of inventory management systems.
- Strong customer service skills with a can-do attitude.
- Strong internal communication skills for effective cross-departmental communication.
- Experience using CRM systems to track and document client interactions.
- Experience managing events or trade show orders and supporting event sales.
- Experience working collaboratively across departments to enhance customer satisfaction and drive company growth.
- Excellent organizational and time management skills.
- Must be fluent in speaking, reading, and writing English.
- Ability to travel as needed for business purposes, with travel expected to be less than 5% of the time.
Education and Experience:
- A high school diploma or equivalent.
- Minimum of one (1) year of customer service experience.
- Experience with customer service, sales, marketing, and trade shows preferred.
- Currently licensed as a cosmetologist preferred.
Physical Requirements:
- Repetitive hand and finger movements while operating a computer keyboard and mouse.
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to hear and understand verbal communication.
- Ability to bend, stoop, walk, stand, lift, push, and pull items related to office and event activities.
- Ability to lift and carry up to 50 pounds individually or participate in a team lift when necessary.
Work Environment:
- Work is performed primarily indoors in an office setting and may vary based on travel, customer meetings, trade shows, and events.
- Overhead fluorescent lighting.
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.