RugPadUSA is a growing e-commerce business looking to find ambitious, inquisitive, and creative individuals who want to make an impact on a dynamic company. Starting in 2013, RugPadUSA has rapidly grown as an innovator in direct-to-consumer manufacturing and fulfillment, expanding to multiple locations around the country. RugPadUSA is committed to designing and producing the highest-quality products for our customers. This is an opportunity for motivated individuals who are looking to grow with a growing company.

Location: In office (Suffield, CT)

Job Responsibilities:

• Managing a growing customer service department, currently two team members
• Evaluating team performance to meet customer service KPIs
• Creating and overseeing customer service team hours and individual schedules
• Ensures all customer notifications, inquiries and reviews within our partner sales channel portals are handled timely and properly
• Act as a brand ambassador and subject matter expert for all products sold across all sales channel platforms
• Constantly updating and improving customer service processes, systems, and scripts used by staff
• Collaborates with other managers regarding updates affecting customer service
• Share customer feedback and information with senior management in order to continuously improve and evolve the customer experience and product catalog
• Available 7 days a week for urgent situations
• Fill all direct customer service gaps as needed

Qualifications & Skills (Required):

• Experience building, managing and working with a team
• Impeccable written and verbal communication skills
• Ability to use and navigate web-based applications
• Proficiency with Microsoft Office suite
• Strong organizational skills
• Detail oriented
• Critical thinking and creative problem solving

Education and Experience Requirements:

• At least 2 years of managerial experience
• At least 1 year in a customer-facing position (i.e. sales, customer service, retail)